It can be difficult to manage social media messages across multiple platforms if you’re managing multiple accounts, especially with new social media platforms launching every year. As if things weren’t complicated enough, people who use social media are expecting more and more from it. User rely on social media as a primary form of communication with brands and expect a fast response.
This can be especially difficult for social media managers or agencies who are managing multiple clients across several different platforms. Trying to keep track of messages, comments, and brand mentions from multiple clients can be a daunting task. This means that social media managers need to be adaptable and use different methods depending on the brand they are representing and the social media site. This can become an incredibly complex balancing act.
Social media can directly lead to conversions, especially when you use it for marketing campaigns. If you don’t respond to messages on social media in a way that furthers the conversation, you could miss out on opportunities to connect with users or make sales. Therefore it pays (literally) to do it right.
Even though social media is often seen as a casual way to interact, customer service on social media should be taken seriously and approached in the same way you would approach it on any other channel, whether that be email, phone, or writing a letter.
Social networks can help brands funnel customers to conversion when used correctly. Here’s how to effectively manage your social media presence and messages.
9 Reasons to Invest in Dedicated Social Media Analytics Tools
1. Manage Multiple Social Accounts
As mentioned before, it can be tough to keep up with your social media accounts if you’re active on multiple platforms. Multiple logins to remember, different user interfaces to master. In addition to that, social networks were designed primarily for consumers.
These things do not make business life any easier. A social media management tool can help you keep track of your social media accounts in one place. Some of the benefits to using this software include having only one login, a user interface that is more consolidated and packed with features that are more business-focused. This platform was designed to help businesses manage their social media presence in an effective way.
2. Ensures You Never Miss Something Important
If you miss a notification from your best friend on Instagram, it’s not a big deal. If you don’t pay attention to your customers, you could lose money or break important relationships.
A social media management tool that is good will make it so that you almost never miss an important notification. eClincher has an inbox that combines all of your messages and notifications into one location. The app also lets you mark items as completed, tag them to be referenced later, and search by keyword. With this combination, you will not miss anything important, which is great for you and your business.
3. Organize Conversations
Socializing is important for any social media manager. “For goodness sake” is an expression used to emphasize a point. In this case, the person is emphasizing that the word “social” is in the name of the thing they are talking about. Although they can remember every conversation they have had, it is unfortunately difficult for them to remember everything. If you’re trying to find old conversations on multiple social networks, it can be nearly impossible.
A social media management tool can help you keep track of all your conversations. Your data being in one place simplifies your work. Some tools allow you to search for conversations by keyword, which makes you feel like you have social media superpowers. Remembering even just one word or name from a conversation can help you easily find it again later. Not bad, huh?
4. Schedule Posts Ahead of Time
If you want to be successful in social media marketing, having a strategy and editorial calendar is essential. Seems like common sense, right? If you were surprised to learn that only 32% of marketers have a documented strategy, you’re not alone.
It is important to have a record of the goals you hope to achieve, as well as what kind of content you will need to produce in order to reach those goals. If you want to grow your business, you need to plan ahead and post content that will help you reach your goals. Scheduling social media posts ahead of time can be done with a social media management tool. It will be easier to see what you need to post if you keep your goals in mind.
Scheduling posts is much easier than having to post everything manually. It is impossible to keep up with social media without the help of a tool.
5. Monitor Keywords For Leads and Valuable Information
Hutchinson said that social media’s greatest benefit is the data it provides. This data provides businesses with perspectives and information that would have been unattainable two decades ago. Consumer opinions, feedback, competitor information and much more. This information is available, but it is not easy to find.
Luckily, social media management tools can help. Most tools have a specific area where you can look for this information. Tools that search the network for you can be useful because they save your searches and allow you to access the information quickly at any time. What should you look for and how can you find it? Learn more here.
6. Analyze Your Results
You should always be looking for ways to improve as a marketer. The best way to learn something is to try it and see what happens. You can learn what your audience likes by testing different types of content, formats, and timing.
You can only improve something if you can measure what is and is not working. A social media management tool allows you to see all of your social media platforms in one place. Most social media management tools allow users to access data that can be analyzed to provide insights about user engagement and behavior. The following text provides data that may be used to measure the success of a social media campaign, such as the number of retweets or website visitors generated. It is crucial to understand what these numbers mean and adjust accordingly. The cycle for social media optimization is testing, tweaking, and optimizing.
7. Makes Uniformity and Consistency Easier
It is important to have a consistent brand identity on social media. It provides a smooth experience for customers whether they are on one network or another. A tool that organizes your accounts and information makes consistency easier to achieve. This could be referring to your business’s voice as in the tone that it uses, the colors that are used in visuals, or how often posts are made.
A dedicated place to monitor all of these things will lead to consistency. How does their use of social media benefit their business/brand? How does the social media use of a successful business or person you follow benefit their brand? Do you find that you can tell when a post is written by a particular person just by the colors or time of day it was published? One person we thought of is Rebekah Radice. The way she uses orange and the same fonts on all her social media accounts makes her posts stand out from the rest. Her commitment to portraying a unified identity and message across her social accounts allows her to effectively connect with her audience. If you want to make your business more successful, it is important to be consistent, and using a social media management tool can help with that.
8. Respond Promptly to All Messages and Comments
We have discussed how important it is to manage social media messages and why this is important. This includes responding to messages, comments, and queries promptly. It is not effective to respond to a product inquiry days after a customer writes to you. Some customers will have already bought what they wanted from another source by the time they get in touch with you, or they will have contacted you through another method.
It’s best to respond to messages within 24 hours during the work week, and to spend some extra time on Monday catching up on any messages you received over the weekend.
For comments, consider the context of a comment. You should aim to respond to:
Users will often tag their friends and family in the comments on posts to let them know about the post. You are not required to answer any message that is not related to your brand, unless you want to communicate with your followers.
You need to monitor activity that could be considered spam, inappropriate, or offensive, and take action as needed (e.g. hiding comments, reporting or blocking users).
When planning a marketing campaign, especially a large one, consider allocating extra resources for managing social media messages. This might include product launches or busy periods like Christmas or Valentine’s Day. This means that you might have to work some weekends or late nights.
9. Tailor Your Social Media Content to Meet User Needs
Instead of waiting for users to ask questions or make comments, why not be proactive and get ahead of the curve? Deliver content to your social media users that is based on their feedback in order to give them what they want.
Listening to what is being said about your company, product, or service on social media and other online platforms is an important part of social media management. Social media should be just that; social! It’s not just a one-way street. It is essential to use marketing tools or spend time manually monitoring social media.
Be sure to curate your social media posts based on what you and your team see and hear while doing community management. This will ensure that your posts are relevant and engaging to your audience. After receiving feedback, compile it all together and then create social media content that addresses any specific issues and questions that keep coming up.
For example, if users are asking:
You can d discover what users want to see by doing a series of Polls or Questions on Instagram. Invite users to message you via your social inbox. Use the responses you got to shape your social media content. If you post things that users actually want to see, it should result in increased engagement.
What If I Don’t Use a Social Channel?
If you have a social media channel that you’re not using, such as a YouTube channel, you can still use it for other purposes.
Essentially you have a few options in this scenario.
Close The Account
First up, consider closing the account. You want to be on every social media platform to gain more exposure. A dormant account is one that is not being used, and having one of these is pointless. If a customer visits an inactive account, it becomes very difficult for the customer to use. If you’re finding that a lot of your questions are going unanswered, your engagement rates are dropping, and it’s just generally becoming something you have to worry about, it may be time to step away from social media for a while. You can either delete the page entirely, or archive your posts and keep your handle for future use. Make sure to include that the account is inactive on the page.
Go Into “Maintenance Mode”
It may be worth keeping the account and following a maintenance strategy. This could include posting frequently, or using the same posts that you use on other channels but making the copy different or mixing it up slightly. You could also check your messages once a week. This is where a chatbot might be useful, too. An automated response could be sent to users informing them that the channel is not monitored and to provide alternative contact details.
Make a Last Attempt
Lastly, consider actually using the channel. Make an effort to post and engage on the platform as part of your social media strategy for the next six months. Encourage cross-platform migration from your other social networks. Try out some new tactics that you’ve never used before, such as hosting competitions or working with influencers. If you’re not seeing results from your efforts on a particular social media platform, you may want to focus your efforts elsewhere.
In addition, you can never be sure who is monitoring your activity on social media platforms! Your social media channels could be being monitored by anyone, including potential investors, business partners, competitor brands, or future employees. If you’re neglecting your social media channels, it’s not a good idea. You should be responding to queries and keeping everything up to date.
Do you offer good customer service through your other channels? Social media should be treated no differently.
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