Can Small Teams Have Big Conversations on Social?

By: The Clarabridge Team

February 21, 2018

Clarabridge Analytics
Digital Customer Service
Social Media
Conversation Analytics
Social Customer Service

I love to shop online, and I rely mostly on social media to do so. Why, you ask? Well, like many other shoppers, before I make an online purchase, I want to see what other people are saying. Not only am I interested in claims by people that have already made a purchase, I’m also interested in how companies respond to them.

One thing I’ve noticed time and time again is that an issue that many eCommerce retailers face is larger followings and small teams. All it takes is for a few influencers to give your product a glowing review before your social media blows up with all kinds of questions, comments, and criticism from online followers. While this might seem like a good problem to have at first, is your team prepared to handle the increased need for engagement?  

Social media engagement is key to managing brand perception. Having the right team is also key, however, that doesn’t mean you need a team of 50 social media strategists at the ready. With the right tools, a small team can have a major impact. Workflows, routing mentions and prioritizing issues that need to be resolved can make simple social media management quite overwhelming. Ensure your team is able to easily have conversations with anyone willing to engage with your brand on social media- without stepping on each other’s toes or leaving important requests unanswered. 

So, how can you help your small team manage large conversations? Having the right tools are key to helping your small team (and even a team of one) make sense of how they should prioritize their time while understanding the impact they have means that you’ll be able to see how your customers feel about your brand in correlation to common themes, inquiries or customer service on social media.

Still not sure where to start? We’ve got your back. Get a demo now, and we’ll show you how some of the most influential brands on social media are being managed by small, but mighty teams- just like yours!