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 ☺️