Handling the volume of social media for your brand

By far the biggest challenge brands face in social media is “how do I handle the number of people who need help or comment ?” All too often one person isn’t enough for brands that get a lot of social media traffic. Well new solutions are appearing and one company, Conversocial, thinks they have the answer.

Not all social media comments by consumers require a response but a savvy marketing person is aware that even great reviews of the brand or product should be responded to with a “thank you” and “you might also like to try our..”

What I like about Conversocial is that it allows you to prioritize social media communications and to get your whole team involved in answering customers who want solutions in Internet time.

Marketing is going to love their engagement analytics if their social media community manager can read the analytics and translate them into hard marketing opportunities for the brand team.

Customer service people are going to really like that Conversocial allows you them to track the conversation history so consumers don’t have to spend a lot of time repeating their story again and again.

While Conversocial is a great product I have to remind brands that this tool is only as good as the people who use it. Even the best social media analytics and listening program is garbage in the hands of an inexperienced social media community manager who is thinking of quitting time versus “how can I turn these people into brand advocates?”

How you respond and the time you respond says a lot about your brand and how you view consumers. Conversocial is a great tool but it will take time to learn and master.

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