The Importance of Community Management 

It’s the start of a new year, which means, new starts, fresh minds and maybe, a new social strategy?  ‍♀️Or maybe you just want to give your social strategy that extra boost? Either way, it’s time brands start utilising social media to develop relationships with consumers and gain a deeper understanding of their needs – introducing community management.

Community management on social media allows marketers to bring the brand to life; having real-life conversations with consumers – dealing with complaints, enquiries, being the source of information and even taking part in a bit of ‘brandter’ every now and again.

To create a successful community management plan within a social strategy, brands must have a clear understanding of their tone of voice and explore ways of incorporating social listening to help monitor the ways consumers communicate online.

According to CallCenter Hosting’s latest infographic, 90% of consumers use social media to communicate with brands and 59% believe social media has made customer service more accessible.

“Social media channels are becoming a go-to place for users who want to learn more about the business as these sites help them with the most up-to-date data about any product, services, or any upcoming events. […] It is a two-way communication channel that helps businesses to learn more about their customers.” CallCenter Hosting, 2019.

Within the infographic, CallCenter Hosting outline 8 tips that are vital for marketers to follow when using social media as a form of customer service. Some of the tips include:

  • Personalised services – switch up responses and make it more personable to the consumer, this way consumers feel cared for and are more likely to come back in the future.
  • Sticking to the right channel – different channels bring different consumers and therefore may require brands to vary their tone of voice and responses.
  • And finally, be consistent.

Whether you’re just starting out or you’re looking to improve your community management plan, get in touch! Here at immediate future, we’re always happy to help ☺️

Latest Posts

Everyone said Threads was just another desperate attempt by Meta to copy Twitter – and, well – they were right. But two years down the line and Threads is slowly building its own case…for itself, and against its rivals X and Bluesky. In July 2023, Threads emerged gaining 2 million…
Read More
AI is accelerating. Reels are rising. And your content plan deserves better than guesswork. I know you’re busy. You’re juggling campaign deadlines before summer, trying to keep pace with platform changes, and just when you thought you had the hang of it – eek! Social moves…
Read More
If you’re creating social media content regularly, you know how chaotic things can get. Endless campaigns, shifting priorities, last-minute changes… It’s a lot. That’s why design templates are more than a convenience; they’re a strategic foundation for marketing on social. Done right, they can boost consistency, save hours, and improve…
Read More