Importance of Community Management in a Social Media Strategy

With an online presence, people will always have an opinion about what is presented. Whether the reactions are positive or negative, it’s important to have a trained customer service team ready to take action in responding.  When it comes to dealing with tricky situations, using a community management agency like Bright Age can help control the situation in order to appease any upset customers.

Be Proactive

It’s likely that at some point someone may write a negative comment on your social media platforms. When a harsh statement is commented on your page, it’s important to be proactive with responding. Address the comment with an empathetic and apologetic tone, and make sure you validate the customer’s statement. Although at times there may be no perfect solution to the complaint, a timely and sincere response can help calm the customer and turn the situation around. Clients often want to feel heard, so by responding within a punctual time frame and offering a solution will help retain those customers. According to Super Office, 68% of customers leave a company because they believe the company does not care about them. This loss is avoidable by taking the necessary measures to ensure each of your followers feels recognized and valued, especially when they’re upset. Community Management Agency

 

Genuinely Engage

One could make the argument that without followers or customers, a brand would cease to exist. Therefore, businesses should make it a point to show customers they are not only appreciated, but also acknowledged and heard. Interacting with followers via any social platform can be the reason a brand retains or loses its customers. Whether someone comments a simple “Love this photo!”, a question, or a harsh remark, people want to feel acknowledged. While some generic comments do not call for a response, most other comments deserve a modified response. Rather than sounding like a computer-generated response, put a little personality into the comment in order to show sincerity! By taking the time to create an original response that imbeds the brand’s identity, followers will know your brand to be one of the few who truly care. Community Management Agency

Recognize Your Followers

Everyone wants to feel as if they are a part of something bigger, which is why it is key to make your audience feel included. Reposting their photos of them using your product gives your item more credibility since it shows regular, everyday people using and enjoying it, whereas commercial posts do not come across as authentic. Creating a sense of trust in the consumer-producer relationship retains customers. In addition to proving validity, reposting followers’ photos makes them feel respected and esteemed. It goes beyond simply liking or responding “Thank you” to comment– it shows true appreciation for their loyalty to your brand. Further, it may incite other followers to post in attempts to be reposted as well!

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In this day and age, it’s hard to find authenticity online. However, by taking these listed steps, your brand will be recognized as one that nurtures their relationships with their clients. With the help of a community management agency like Bright Age, we’ll not only retain your current customers but continue to draw in others through our customer service strategies.

 

Why Online Reputation Management is Essential for Your Company

Customer service is a largely dismissed interaction that many companies forget about. Many companies automatically focus on sales or promoting their product, when using online platforms to build their brands. Although those aspects are helpful, your company needs customers. Being aware of your customers is the main component that will make or break your company. Allow a full-service social media agency to manage your socials, communicate with online communities and refer clients to necessary contacts. Social media agencies understand that social media affects daily life. It is our job to keep your online reputation high in quality and engagement.

Time Efficiency

Being efficient with time means to be on top of tasks and be prepared for the unexpected. To prevent negative customer experiences, having properly trained and reliable customer service representatives to monitor your company is essential. Which is why it’s essential to take on a quality agency. Using a full-service social media agency will be able to positively interact with your socials and engage customers through regular postings. Addressing any red flags in a timely manner is the best way to handle and resolve situations. These person

 

nel need to work quickly and effectively. A customer can quickly determine if they want to keep supporting your company just from the first few forms of communication back and forth.

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Community Engagement

 

Customers are your #1 supporters! They have chosen your company to purchase from, receive insight, entertainment and learn different tools/skills from. Utilizing the advanced tools that a full-service social media agency offers will increase your company’s reputation management by directly targeting specified demographics. Customers keep your Instagram, Facebook, Twitter, and webpage running with impressions, likes, comments, etc. Make sure to hire a team of individuals who interact with customers daily, keeping customer experience high. When your company has happy and returning customers, online reputation positively increases through genuine and uplifting feedback.

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Daily Interactions

The best thing about having an online presence, is the new additions every day. There will always be new customers or even maybe returning customers that might have not been on your socials in a while. Having your brand specific hashtag helps your online reputation by having an established way of connecting to your audience with an easy search. If your company has a physical location, using the location tag within posts helps find your customers and like/ comment/ follow them. When you’re interacting, do not focus on pushing a product on them, try connecting to customers individually and grow a strong, positive relationship. Simple comments similar to “Beautiful family!” “Amazing looking treat!” “I hope your week starts off great!”  These three comments are super simple but very impactful.

Your company should focus on the customer, the product and the community that is created based upon the mission of the company itself. Being time efficient will benefit you, not harm you. Make sure to be responsive and consider the emotions of the customer. Community management will build a positive online reputation for your company and engage customers who are interested in similar products. Daily interactions display to customers that your brand is not solely focused on the profit. Always remember that the customer experience comes first before anything else.