Social Media Management is the act of monitoring and participating in social conversations across platforms.
Companies often have multiple social media accounts on many different social platforms. They need to use social media management software and a social marketing team to stay on top of their social media presence.
Until recently, people tasked with social media management only focused on creating and executing plans to generate and post content. However, today’s 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 seeing issues through to resolution.
Why do you need to combine social media management and social care?
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. In 2016, 78% of Americans had a social media profile*, and people increasingly use social channels to interact with brands. They also use social media to ask for recommendations, praise the products and services they love, and complain about bad customer experiences.
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 customer service 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 state of the art customer experience. And, perhaps most importantly, it reduces the overall cost of engaging with your customers.
Clarabridge for Social Media Management
Clarabridge supports your social media management activities with CX Social. This powerful platform lets you monitor, route, and respond to social media posts. It gathers every bit of information about your brand, products, and solutions—even when your company handle is not explicitly used by the customer. It uses advanced text analytics to route social messages to the right people. It also enables advance management and closed loop handling.
You need a social media management tools that will not only support your social marketing efforts but also ensures no customer is left behind. When you evaluate tools, look for features like these that are offered in CX Social:
• Listening on any social platform, so you never miss a conversation
• Visual listening (that is, spotting your products and brands in pictures posted to social media)
• Advanced Natural Language Processing and machine learning. Filter through the noise on social channels, dissect the true meaning behind every social post, automatically determine sentiment and topics, and enable advanced routing of social posts.
• Detailed case management including routing, work queues, team management, and advanced warning before topics go viral.
• Detailed reporting including trending, NPS, audience profiling, and advanced statistical analysis
Making sure your social media management team is up to any size task and outfitted with the right tool has never been easier. Contact us today for a demo using your own data.
With CX Social, social media management becomes manageable.