Social media virtual assistant for e-commerce brands

AssistBPO's social media virtual assistant for e-commerce brands runs the daily community work that a store's social accounts need and a founder cannot keep up with. Answering comments and DMs on Instagram, TikTok and Facebook, replying to questions under ads before they turn into lost sales, sourcing and crediting UGC with permission, scheduling the approved content calendar, tagging products in posts, updating link-in-bio and shop tabs, and pulling the weekly report.

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How does a social media assistant work for e-commerce?

AssistBPO gives you a named assistant who works in your brand voice and your hours, uses your product knowledge to answer sizing, shipping and restock questions in the comments, routes support issues into Gorgias or Zendesk as tickets, and flags negative threads and creator opportunities to you the same day. Content is designed in Canva from your templates or scheduled from assets your creative team provides. Reviews and UGC follow FTC endorsement rules: real customers, disclosed relationships, nothing offered for a review. Launch days get a comment-monitoring shift so early questions are answered fast. The weekly report covers engagement, response time, questions answered and tickets created.

What tasks does a social media assistant cover for e-commerce brands?

  • Answer comments and DMs on Instagram, TikTok and Facebook in your voice
  • Reply to questions under paid ads before they cost a sale
  • Source, request permission for and credit UGC
  • Schedule the approved content calendar and tag products
  • Route support issues from social into Gorgias or Zendesk
  • Flag negative threads and creator opportunities the same day
  • Update link-in-bio, shop tabs and pinned posts for launches
  • Report engagement, response time and tickets created weekly

The KPI that matters here

Social response time on comments and DMs during coverage hours, alongside pre-purchase questions answered per week. Unanswered ad comments are lost sales.

What rules does a social media assistant follow for e-commerce?

  1. PCI DSS and payment data. Assistants never see or take full card numbers. Refunds, partial refunds and replacements are processed inside Shopify, Amazon, WooCommerce or your payment provider's dashboard, and customers who offer card details by phone or chat are redirected to checkout. That keeps your PCI DSS scope where it belongs, with your payment processor.
  2. Shipping delays and consumer rights. The FTC Mail, Internet or Telephone Order Merchandise Rule requires shipment within the stated time or 30 days, with a delay notice and the option to cancel for a refund. UK customers have 14-day cancellation rights under the Consumer Contracts Regulations 2013, and Australian customers have consumer guarantees under the Australian Consumer Law enforced by the ACCC. Assistants send the notices and honor the rights.
  3. Amazon and marketplace policies. Buyer-Seller Messaging rules require a response within 24 hours and forbid marketing or review requests that offer anything in return. Order Defect Rate, late shipment and cancellation metrics decide account health. Assistants answer inside the window, handle A-to-z claims with evidence and follow Etsy and eBay messaging rules the same way.
  4. Marketing consent: CAN-SPAM, TCPA, CASL, PECR. Email campaigns carry identification and an unsubscribe link under CAN-SPAM; SMS through Attentive or Postscript needs prior express written consent under the TCPA; Canadian subscribers need CASL express consent and UK subscribers PECR consent. Assistants process opt-outs the same day and never add contacts without a consent record. Reviews and UGC follow FTC endorsement rules.

E-commerce software we work in

Also in use

  • ShipStation

See all 80 tools we work in

More for e-commerce brands

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Social media assistant in other industries

Frequently asked questions

Does the assistant create our content?

The assistant schedules and adapts content from assets your creative team or agency supplies, designs simple graphics in Canva from your templates, writes captions in your voice for approval and manages the community. Original photography, video and creative strategy sit with your creative team. Many brands pair this assistant with a content or video assistant when they want production too.

How are UGC and customer photos handled?

Only with permission. The assistant asks the customer in a comment or DM for consent to share, records the reply, credits the customer when resharing and never edits a review or testimonial. Creator content is shared with the disclosure the creator used, in line with FTC endorsement rules, and content from gifted creators is tracked so disclosures are present. Nothing is offered in exchange for a review.

What happens with a negative comment or a complaint thread?

The assistant replies within the coverage-hour target with an approved response that acknowledges the issue and moves it to DM or a support ticket, never argues in public and never deletes legitimate criticism. Threads that grow, mention press or involve a safety issue are flagged to you immediately. Spam, hate and scam comments are hidden or reported by your rules, and the weekly report shows complaint volume by topic.

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Next step

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Tell us what is overloaded. A named person replies within 1 business day with a staffing plan, and we propose your assistant within 72 hours.

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  • A named assistant proposed within 72 hours
  • Employed, screened and managed staff, never freelancers
  • Your hours, your tools, your data
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