Businesses Push Social Media Agencies Beyond Content Production
Martech Outlook | Thursday, July 02, 2026
An increasing number of Canadian companies are contacting social media agencies with higher expectations than just scheduling content for them. This discussion is turning into the idea of continuous business support, when an agency has to be a part of the customer's journey instead of dealing with posts and campaigns.
Content creation is still the main activity of social media agencies; however, the way buyers judge their choice becomes more holistic since responsiveness, planning discipline, and campaign continuity have also become key factors to consider while buying.
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That is connected to the increasing role of social media in the process of customers' interaction with organizations.
A lot of companies communicate with their clients via social networks continuously now. Issues, complains and product discussions happen there before being directed to traditional support channels. So, agencies have to cooperate closely with the internal team to make sure all messages are consistent and delivered on time.
It makes the agency's activities completely different because agencies are now involved in the process of communication and continuity from one campaign to another needs the knowledge of priorities, approval process and changes in business strategy of the client.
Onboarding becomes one of the most important factors that is considered by buyers of social media agencies. The time that goes to understand the brand's voice, review process and internal contacts might cause some revisions that would go on until the end of the relationship with the agency.
The new responsibility of agencies also means more emphasis on the cooperation between the employees of the agency and the client's team. The marketing department usually works with several priorities at once, and a predictable workflow might help to reduce unnecessary delays in the creation and publishing of campaigns.
The competitive situation in the market leads to the positioning of agencies as partners instead of project providers. Such positioning is caused by the change in expectations of clients rather than the development of technologies. Companies expect continuity from the team that manages the public communication through social networks.
Therefore, future procurement discussions will take into account these expectations of buyers. While they might still compare pricing and creative portfolio of the company, the way the agency integrates into business processes and maintains the cooperation through a longer period of time will also be considered.
This change does not cancel out the role of creativity. It only adds more services to the creative process when communication, planning and execution become more and more important.
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