Introduction: Accessibility Matters More Than Ever Look at how far platforms like TikTok have evolved—social media has become more than just a way to connect with others online. It’s developed into a search tool, a source of endless entertainment (cue the doomscrolling), and a place to...
Now that you have learned if your brand is ready for customer service on social media, it's time for part two. Our team of Community Managers has created 3 tiers from Good to Best to help you determine what level of customer service on social...
Social media is meant to be one thing and one thing only - and that’s social, right? A lot of us think that way because we’re used to social media being a place for audiences to interact and engage with brands in a fun and...
When you think of the word “organic” these days, the word “expensive” probably also comes to mind. But when it comes to social media, organic reach is all about the influence content has without paying to boost it. Growing your following naturally can be painfully slow sometimes. So...
Depending on your business objectives, social media marketing can wear multiple hats. It can be used to drive brand awareness, product consideration, direct sales, and customer care. Quantifying the value behind social content that drives awareness, consideration, and, especially, direct sales/conversions is, for the most...
Social media is quickly becoming one of the leading channels for customers to choose when they are looking for customer service. Social media customer service accounts for 34.5% of people’s choice for resolving their issues, outstripping email, websites, and 1-800 numbers. But how can social...
Having a strong social media presence is mandatory for brands these days. Along with that comes a direct line for consumers and fans to communicate with the brand, which can be a double-edged sword. On one hand, you can form relationships with your fans and...
While the rest of the world is packing into the gym and baking kale chips, marketers and social media pros are focusing on strategies, finalizing budgets, and laying out promotions for the upcoming year. While thinking big and thinking ahead is key to success, try...
As 2017 is revving up into full gear, you may find yourself looking at your social media channels and asking, “How can I improve the experience my customers have on my channels?” Having A+ customer service on social media is essential for building a strong...
When I first heard about brands using Chatbots in marketing, specifically on their social media channels, I was skeptical. Maybe it’s because I wasn’t familiar with Chatbots. Maybe it’s because as a Community Manager- where my entire job is to build communities and facilitate authentic...
What are our customers spending their time doing? What are they saying about us on their channels when we aren’t being tagged? Is there a need they have that we could be fulfilling? How can we interact with them to show them that we get...
It can be disheartening opening up your channels on a Monday morning and seeing a wave of negative comments flooding your notifications. Trust me, we’ve all been there before on the community management team — audience negativity is an inevitable part of being in social...