09 Feb Social Media Management
Social Media Management involves covering and partaking in conversations across social media platforms.
Holistically, social media management is widely divided into three broad segments.
- Social Listening involves gathering information about your brand across social media platforms
- Social Analytics involves analyzing the gathered data to make business decisions based on feedback
- Social Engagement provides a means of interaction with patrons individually or as a group. Businesses now use social media engagement to attend to consumers – just like a customer care representative.
Social Media Expertise
There has been a rise in the number of social media platforms and the number of users and subscribers which makes it more challenging to keep up with happenings. A social media marketing team and management software are required to help bridge the gap.
Before now, companies employ people who are tasked with executing a carefully planned social media posts and generated content.
However, consumers now demand customer support through social media platforms. Hence, there is a need to improve social media presence by organizations. Social managers are now required to interact with and manage communities.
Major companies now combine customer care service with social media management commitments. This will include parching queries and inquiries to the appropriate departments, and providing feedbacks to patrons on resolved issues.
Social listening requires the use of tools given the amount of data generated on social media platforms. The data generated from social media posts can be analyzed and to improve operation and marketing metrics. With social listening, you can be aware of what your customers want and keep in touch with trends.
With a proper social listening team, a brand can keep tabs on direct and indirect competitors and also use positive reviews from customers to gain new ones; nothing is more misleading than a positive review.
Social media analytics involves comparing the influence your social media activities have on your business. Analytics tools are used on data gathered from listening to gauge customer experience and consequently direct market decisions and strategy.
Brands with strong social media engagement have customers buying more of their products. Using the right social engagement tools coupled with a solid strategy allows you to engage your patrons and steer conversations on strides being made by your brand and areas of likely improvement.
Actively using these tools will help your brand stay ahead of the competition and also offer something different. Technology has improved a lot of daily activities, and with social media management, customers don’t have to wait for long to resolve technical issues. Furthermore, brands can save money on the number of staffs devoted to customer care services and cost of surveys on products and services.