About Us
Searching for a partner to help you generate revenue through social media? You've come to the right place.
We are a global team of social media first experts able to solve countless scenarios due to our social media management services that are unmatched in the following categories: responsiveness, expertise and scalability. Our winning combination of humans and technology ensures quick responses that enhance customer relationships. We enable your brand to be active 24/7 on social channels, no gaps in service, ever. We provide customized strategic insights for your social content and communication strategies. Ultimately, we become an extension of your team, so you are never short on resources.
Services
Providing solutions for all stages of your customer journey
We are human powered and our social media management services reflect our commitment to intricately balancing human and technology driven solutions. Rest assured, whatever your social media need is, we have got you covered. We'll guide you through the social media customer journey from start to finish.
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Community Management
Clients expect businesses to be available via social media 24/7. Our team will help your business build, scale and engage an authentic community online.
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Social Listening & Reporting
Social media data is accumulating out there every day. Your brand could be benefiting from this data if you know what to listen for. We monitor the social web for risks, opportunities, competition, sales leads, trends and sentiment.
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Review Management
Take control of reviews of your products, apps and locations. Act on problems and negative reviews, benchmark against the competition and ultimately evolve your offerings to generate incremental profit.
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Social Content
We provide content plans complete with graphic design, photography, animation and video that help drive your business key metrics forward. Content is always on-brand and deliberately focused on your performance strategy.
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Strategy
Content makes the social web go ’round. With the volume of content flowing, it's hard keeping it all straight. We simplify social for you and deliver a complete strategy from brand voice to escalation guidelines that drives ROI and results for clients.
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Moderation
We are a global leader in social media content and contest moderation. Our team of multi-lingual specialists monitor, moderate and manage millions of conversations and contests. We'll keep your online community safe and free of damaging content.
Technology
Actionable insights. 24/7 access to social experts. One dashboard.
ICUC Central delivers real human insights, analysis and support through a 24/7 dashboard. With our command centre, you can connect with social media experts around the clock, stay informed on your social performance, access brand-related news, receive custom brand insights and more.
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Access an expert team of strategists in real-time
Unsure how you should respond to a post? Require additional support on the weekend? Have a pending crisis on your channels? Through ICUC Central, you can access an expert team of strategists through 24/7 live chat to support your brand.
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Stay informed about your brand's social media performance
Our customized client interface provides insights about your brand, including trending news, account growth and competitor information. Receive weekly human-led insights about your social performance, helping you turn data into action.
Industries
We have experience with your industry. Yes, you.
With hundreds of social media experts on our team, we have been privileged to work with a wide variety of industries throughout the last 16 years.
Our Team
Inside each of us is a passion for social media that is hard to quantify. It ignites the drive to discover creative solutions for our clients, while simultaneously ensuring that our teams have the necessary support to succeed. We know we're onto something special.
Keith Bilous
Ceo & Global President
Founding the agency over 15 years ago with humble beginnings in Winnipeg, Canada, Keith quickly expanded throughout the Americas and into Europe. ICUC has always stayed true to roots with Keith at the helm, never straying from a blend of people and technology to provide expert customer service for brands on social media.
Maurice Gingras
Chief Financial Officer
Co-founder of the agency alongside Keith Bilous, Maurice has helped grow the business from beginnings in Winnipeg to global expansion, through the Americas to Europe and beyond. Our business wouldn’t be where it is if it wasn’t for Maurice (it’s true). He keeps our wheels turning around-the-clock.
Jan Reischek
Chief Operating Officer
An MBA, Jan is responsible for all of ICUC’s service operations, developing strategies to solve complex business-related issues. It’s no coincidence she loves the challenge of solving a difficult puzzle! Jan spends her time away from work with her family at the cabin, curling, traveling, and cheering on the Winnipeg Jets.
Nicole Van Zanten
Chief Revenue Officer
Nicole manages content to build relationships & develop new partnerships. With a background in scaling multi-platform social communities (she’s been in your shoes), she knows how to provide customer service while making key business decisions based on data. Loves hiking, cycling & getting outdoors in the Pacific Northwest.
Jenna Poste
VP Customer Experience
Jenna helps transform client needs into reality through the integration of people and technology. Her energetic spirit is contagious, and her adventures rock climbing, mountaineering and surfing keep our teams inspired.
Tawny Zahm
DIRECTOR, SALES
Tawny loves finding fits between ICUC solutions & client requirements. She is an expert at solving big business problems in a truly human fashion - she's a natural nurturer. Tawny loves spending time with her family in ruggedly beautiful Idaho!
Erika Lovegreen
SR. DIRECTOR, DIGITAL STRATEGY & INSIGHTS
Erika specializes in strategy & customer experience. A trained journalist & PR pro, she has a knack for asking the right questions & helping clients understand themselves better. When not helping clients get the most bang for their buck, she's spending time with family, snowboarding or whipping up something in the kitchen.
Hannah Simmons
Director, Regulated Accounts
Hannah provides expert oversight to help pharmaceutical and financial clientele navigate through the complexities of the regulated landscape. Outside of her passion for all things compliant, Hannah loves making sweet memories outside with her active-duty military family.
Recommended Readings
Learn more about industry best practices, keep up with recent trends, and catch the latest news from ICUC.
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Creating Your Social Media Crisis Management Plan
Social Insights
Brands and Brand Leaders Concerned About Recent Social Media Hacks
Learn the best ways to reduce cyber security breaches of your social accounts.
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Getting Started With ICUC Social – What To Expect
Don’t make onboarding a social media management partner stand between you and results.
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Infographic: 20 Things To Remember When Creating a Bulletproof Customer Service Plan
Building a customer service plan for your brand - especially one that involves 24/7 social