Why we answer social media messages like support tickets

At Igasoft Sites, we treat every comment or direct message on social media with the same care as a support email: with real follow-up and genuine responses, not generic auto-replies.

When someone messages us on social media, it's almost always because they have a specific question about a project, want to know if we can do something similar to what they've seen on another website, or are simply looking for a quick answer before deciding to send a more formal email. That's why we don't treat these messages as an afterthought.

Another channel, not a shop window

We don't use social media to post decorative content or motivational quotes about technology. We use it as just another contact channel, on the same level as the phone or the website form. If someone asks about a quote or how a service works, that question enters the same pipeline as any other inquiry that reaches us through other means.

What this means in practice

• Messages are read and answered, not left piling up unattended.
• If a question needs more detail than fits in a comment, we suggest continuing by email or call, rather than giving a half-answer.
• We don't hand off replies to automated templates when the question is specific to a project.
• If we don't know something at the moment, we say so and come back with the right answer, instead of improvising.

Why we do it this way

Because someone who writes to us on social media is usually in an early decision-making stage: comparing options, looking at examples of previous work, or simply weighing whether it's worth writing us something longer. That first reply has a big influence on whether the conversation continues or ends there. A slow, generic or automated response usually means losing that conversation before it really begins.

What we don't do

We don't buy followers or fake engagement, we don't post content just to keep up a schedule, and we don't use social media to push sales insistently. We'd rather post less and make sure what we do post has something to do with the actual work we do, instead of filling the profile with content that adds nothing for those who follow us.

If you have a question about a project, a quote, or just want to know if we can help you with something specific, you can write to us through any of our social channels. You'll get a reply from someone on the team, not a bot.