Marketing & Social
COMMUNITY MANAGEMENT.
Answering every comment, message and review the way the brand should sound.
The business problem
An unanswered complaint is public. So is a great reply — and it is read by everyone considering a booking.
What we analyze
- Commercial objective and available capacity
- Audience, offer and content production
- Orders and visits attributable to campaigns
- Acquisition cost and repeat visits
01What We Do
Daily monitoring and replies across Instagram, TikTok and Google, working from an agreed tone-of-voice guide and an escalation path for anything operational.
02Our Approach
Tone-of-voice guide, response-time targets, saved-reply library, weekly sentiment summary.
What You Get
- 01Daily comment and DM management
- 02Review response handling
- 03Tone-of-voice guide
- 04Weekly sentiment summary
- 05A defined response window across every channel
- 06A tone-of-voice guide covering praise and complaint alike
- 07An escalation path for issues the floor must handle
- 08Recurring themes reported back to operations
Our Approach
- 01
Baseline
Current response times, sentiment and unanswered volume.
- 02
Playbook
Reply patterns for the situations that actually recur.
- 03
Operate
Daily monitoring, replies and escalation inside the agreed window.
- 04
Report
Monthly sentiment themes routed to the operations owner.
Frequently Asked Questions
Who answers complaints about the food?
We acknowledge publicly within the agreed window and escalate the substance to your operations owner — we never invent an explanation on your behalf.
Do you manage review platforms too?
Yes, where access allows. Review responses follow the same playbook as social replies.
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More NORIVA services
All Services →- Social Media ManagementAlways-on channel management that keeps your restaurant in the feed and in the conversation.
- Content StrategyA content plan built around what the restaurant needs to sell, not around what is trending.
- Content & ProductionWe plan and produce high-quality content for restaurants, cafés and F&B brands — from food and product photography to social media content and campaign assets.
- Social Post DesignThe designed posts themselves — feed, stories, carousels and campaign artwork, in Arabic and English.
- Social Media DesignA feed that looks like one brand instead of twelve different designers.
- Brand Strategy & IdentityWe define the strategy, positioning and identity that make an F&B brand distinctive, coherent and ready to grow.
Request this service
Tell us about your business and what you need. The more detail you give, the sharper our first response.
Start a Project
Answering every comment, message and review the way the brand should sound.