← Back to SamScript Agency
02 · Independent Retail · Social Presence Agent
Invisible on Its Own Social Media
A small brand with thousands of engaged followers, but the owner managed everything alone. Comments got replies days late. DMs sat unread for a week. Buying signals went cold. The algorithm noticed, and reach had been declining for months.
The Situation
A small independent brand with a genuinely engaged following, built over years through good product, good photography, and a personality people liked.
On the surface it looked like strong social presence. Beneath it, the owner was managing everything alone: product, fulfilment, customer service, marketing.
Comments were getting a reply every few days, if at all. DMs sat unread for a week. Questions one answer away from a sale were going cold. The algorithm noticed.
What We Built
The Social Presence Agent, monitoring Instagram and Facebook comments and DMs in real time. Every comment classified: Purchase Intent, General Enquiry, Compliment, Complaint, or Spam. Buying questions get an instant, on-brand reply.
Results
| Metric | Before | After |
|---|
| Comment reply time | 3–4 days | Under 8 min |
| Reply rate | ~35% | 97% |
| DM response rate | ~40% | 94% |
| Organic reach | Declining | Up 34% |
"I used to feel guilty every time I opened Instagram. Now it's just… handled. I check in when I want to, not because I have to."
— Owner, independent brand
Back to all case studies