A digital marketing agency that has managed live brand channels since 2016
Set up monitoring across your mentions, branded hashtags, comments, DMs, and review sites so you catch a spike early. Not every angry post is a crisis, so triage by reach, sentiment, and whether the claim is true or factual. A single upset customer needs a reply; a viral thread or a safety claim needs the response team.
Map roles before you need them: who monitors, who drafts, who approves, and who legal or leadership loops in for serious cases. Agree on response time targets and an escalation path so nobody waits for permission during the first critical hour. A short decision tree keeps the team aligned when pressure is high.
Acknowledge the issue plainly, state what you know and do not yet know, and say what you are doing about it. Avoid deleting critical comments or going silent, since both usually make the story worse. Move detailed back-and-forth into DMs or email while keeping the public thread factual and calm.
Once the incident settles, document the timeline, what triggered it, and how fast each step happened. Turn the lessons into updated holding statements, FAQ answers, and an approval checklist. This post-incident review is what turns a bad week into a stronger process for the next one.
A free, no-obligation readout of where you stand and a 90-day plan to improve. No slide decks, no sales theatre.
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Senior strategist on every account. Weekly cadence. No offshore handoffs.
“Harshit Handa”
Dcrayons provided website development and design services for our regulatory compliance and taxation company. On-time delivery was commendable. The team was supportive, provided timely deliverables, and communicated with us through virtual meetings throughout the engagement.
Corpify
CEO, Corpify
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“Insha Allah Khan”
The process was smooth and professional. Dcrayons delivered digital marketing for our beauty brand and the work landed measurable outcomes. 35% traffic increase, 45% social growth, and first-page Google rankings, with responsive management throughout.
Glowral
CFO, Glowral
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“Nirwana Jewellers Private Limited”
They ensure all campaigns go live as scheduled without delays. The e-commerce and digital marketing support raised engagement, website traffic, and sales, and the project oversight stayed organised and responsive across the engagement.
Nirwana Jewellers Private Limited
Chief Executive Officer
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“Nikhil Tiwari”
Dcrayons made everything right. We commissioned a website design + development build from scratch. it shipped on schedule with responsive adjustments through the review cycles and met the Google feature compatibility we needed.
Instacertify Labs Private Limited
Co-Founder, Instacertify Labs Private Limited
Clutch verified
“Rishab”
Their attention to detail and compliance-focused approach helps build a stronger and more sustainable business. Initially they ask for documentation many sellers find difficult to provide. that is exactly what sets them apart. They now also offer USA seller account management. Loved the service. Bestseller in 3 category.
GetSetNova
Founder, GetSetNova
Amazon SPN verified
“Keratine Professional”
Dcrayons took our Amazon account from steady but flat to explosive growth: 180 percent more revenue, from Rs 1.82 crore to Rs 5.10 crore.
Keratine Professional
Salon-grade Hair Care on Amazon
Real questions people ask Dcrayons about social crisis management. Honest answers, no jargon.
A social media crisis is any incident on your channels that threatens trust, safety, or revenue and is spreading faster than routine support can handle. Examples include a viral complaint, a factual or safety claim about your product, a leaked message, or a poorly received post. A single negative comment is not a crisis; rapid spread, a serious allegation, or coordinated backlash is.
The first acknowledgment usually needs to go out within the first hour or so, even if it only confirms you are aware and looking into it. Speed matters more for visibility than for having every answer, so a short, honest holding statement buys time. The detailed response can follow once you have verified the facts.
Generally no. Deleting critical comments or quietly removing a post tends to make people screenshot, repost, and accuse you of hiding something. The exceptions are content that breaks platform rules, such as spam, threats, or doxxing. For genuine criticism, reply honestly or move the conversation to a private channel instead of erasing it.
Decide this before a crisis, not during one. Most brands keep one approved drafter and one approver, with leadership or legal looped in for serious cases involving safety, legal exposure, or major claims. A clear chain of approval prevents both silence and off-the-cuff replies that you later have to walk back.
Yes, and the calm period is the best time to build it. A plan defines who monitors, who decides, your response time targets, and a set of holding statements you can adapt quickly. Preparing in advance means your team reacts from a checklist instead of panic when the pressure is real.
Dcrayons helps you set up monitoring, write a response playbook with clear roles and escalation steps, and prepare holding statements before any incident. During a live situation we help draft and pace honest responses while coordinating with your leadership and legal contacts. Afterward we run a review to document what happened and strengthen the process.
A free, no-obligation readout and a 90-day plan to improve.