CX DICTIONARY

What is Social Media Management?

Social Media Management is the act of monitoring, and participating in, social conversations across platforms.
The path to Social Media Management

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 by seeing issues through to resolution.

Grow to robust Social Listening

Ensuring you capture and process every mention of your brand, products and services is job one. When you listen completely, you have the chance to respond thoroughly.  So first stand up a Social Listening program and ensure you get off to the right start.

Uncover business optimizations with Social Analytics

Use the data you gather via social listening to analyze how your customers and prospects feel and what they need from your business. Your goal should be to make sure you have confidence in the data you are looking at, so you’ll need a comprehensive and extendable social analytics effort to ensure you can keep up with the latest demands. Once you understand the data, you have the opportunity to share the findings broadly across the business. We call this “operationalizing the data.”

Close the loop with Social Engagement

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 media engagement 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 a state-of-the-art customer experience. And, perhaps most importantly, it reduces the overall cost of serving your customers.

Social media is rapidly becoming a resource for customer care. Gone are the days when customers would wait in a long line with the hope of resolution or were willing to stay on hold for extended periods of time until they could be helped. On social media, they know that the world is watching. Customers know that brands are likely to quickly resolve their issues if they publicly ask for assistance. For many businesses, this can pose issues since they most likely rely on a marketing team to run their social media management initiatives.

Implementing a hybrid team of customer support specialists along with social media management associates, you’ll be able to balance the mix of addressing the increase in customer engagement and customer support that most, if not all, brands like yours get online

Clarabridge for Social Media Management

Clarabridge supports your social media management activities with Clarabridge Engage. This powerful platform lets you listen, analyze and engage with social media mentions. 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. Clarabridge allows your company to monitor conversations happening about your business, even when your brand name is not mentioned. In addition to social media management with regard to conversations and trends, you’ll be able to have insights into the history of customer engagement. This ensures that the loop is closed on all customer inquiries and issues. You can also find trends in consumer issues to proactively address, and perhaps eliminate, in the future.

You need a social media management tool that will not only support your social marketing efforts but also ensures no customer is left behind.

Most social media management teams have trouble tying ROI to social media. With Clarabridge, you’ll have the insights to fuel product innovation and make strategic business decisions. Why? Because your team will have access to a wealth of insights from customers at some of their most crucial touchpoints. For example, when customers are making a decision about a product, they very well may make an inquiry via social media. On the other hand, if they are experiencing issues, they will reach out via social media as well. With this information at the ready, your team will be able to have a keen understanding of what customers are looking for—valuable information that your business should be using to fuel innovation and strategic direction. Accessing and sharing this information between your social media management team and the C-Suite means that you’ll be able to tie ROI to your social media management efforts by tracking the customer’s journey from social media to sale acquisition.

When you evaluate tools, look for features like these that are offered in Clarabridge Engage:

•   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 Clarabridge Engage, social media management becomes manageable.

Related Resources

Social Customer Service eBook: Social Customer Service Etiquette

Do you know the rules of behavior for social customer service?

The key word in “social media” is social. Real people are interacting on Twitter, Facebook, Instagram, and other social media channels. If you want to provide great customer service via social, you need to behave like a real person, too.

The Social Customer Service Etiquette eBook gives you some practical Dos and Don’ts for proper conduct. Please check it out! (See, we said “please!”)

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