Social Media Management is monitoring and participating in social conversations across all platforms. It includes 3 major disciplines:
Businesses often have numerous social media accounts on many different social platforms. They need a social marketing team to stay on top of their social media presence. Until recently, social media managers only focused on making and implementing plans to generate and post content. However, consumers demand easy and non-disruptive customer support via social channels.
Social managers must schedule posts, respond to questions, manage communities and participate in conversations. Leading companies combine their social customer service effort with their social media management programs. Social customer service includes routing customer service issues to the right department, updating customers about outstanding issues and closing the loop with the customer by seeing issues through to resolution.
Having all these said, here’s how to improve.
Grow to hearty social listening
Guaranteeing you capture and process every mention of your brand, products and services is job one. When you listen completely, you have the chance to respond thoroughly. So first create a social listening program and ensure you get off to the right start.
Discover business optimizations with social analytics
Use the data you gather via social listening to analyze how your customers and prospects feel and what they need from your business. Your goal should be to make sure you have confidence in the data you are looking at, so you’ll need a comprehensive and extendable social analytics effort to ensure you can keep up with the latest demands. Once you understand the data, you have the opportunity to share the findings broadly across the business. We call this “operationalizing the data.”
Close the loop with social engagement
Social media is too big, and too important, to leave to chance. It is a critical channel for building brand awareness, generating leads and staying connected with customers.
Your customers want you to respond to them when they reach out to you. They want a fast response, and an accurate one. They also want to see your brand’s personality through your social media presence.
Combining social media management and social media engagement is the only way to stay aware of what is being said about your brand and fulfill your customers’ social expectations. It ensures your business is offering a state-of-the-art customer experience. And, perhaps most importantly, it reduces the overall cost of serving your customers.
Implementing a hybrid team of customer support specialists along with social media management associates, you’ll be able to balance the mix of addressing the increase in customer engagement and customer support that most, if not all, brands like yours get online.
Experience a difference in customer service to improve Sales.