Social Media and Electronic Communication

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Effective Strategies for Social Media Engagement

Voice shows our brand’s personality and helps us better communicate with our target customers.

Passionate, formal, informative

Authoritative, serious, straightforward

Friendly, casual, fun

Social Customer Care

Noise We are now sifting through a lot of messages more than ever, making it hard for us to identify a customer service concern. This leads to many messages left unanswered.

Delay The process of resolving one issue might take a lot of time. Receiving multiple tickets and messages from just one costumer might cause a lot of confusion, causing delay and poor response rate.

Unintended consequences Sometimes, even one error in social media can snowball into a bigger crisis.

Which among these messages do you think need priority? Not all messages that come through need a response, so it’s important to determine which should be given priority. Some are: (1) direct questions to the company; (2) customer complaints; (3) urgent requests for product or service; and (4) those that might arise as full-blown crises.

Which among these messages do you think need priority? Not all messages that come through need a response, so it’s important to determine which should be given priority. Some are: (1) direct questions to the company; (2) customer complaints; (3) urgent requests for product or service; and (4) those that might arise as full-blown crises.

Which among these messages do you think need priority? Not all messages that come through need a response, so it’s important to determine which should be given priority. Some are: (1) direct questions to the company; (2) customer complaints; (3) urgent requests for product or service; and (4) those that might arise as full-blown crises.

Which among these messages do you think need priority? Not all messages that come through need a response, so it’s important to determine which should be given priority. Some are: (1) direct questions to the company; (2) customer complaints; (3) urgent requests for product or service; and (4) those that might arise as full-blown crises.

This refers to the ability to fully address a customer’s issue.

In Twitter, for instance, more than three-fourths of users feel more positive towards a company when they replied to their tweet within 60 minutes.

Basics of Social Media Etiquette

What again are the reasons why we should respond nicely to people in social media?