Lien Brusselmans is Marketing Manager at Engagor, a social media platform for real-time customer service on all social media. Powerful monitoring and analytics help enterprises continually optimize social media interactions with customers.
You can reach out to Lien on Twitter via @lbrusselmans!
Since the Customer Service team is often the sole representative of brands on social media, product feedback or sales opportunities are often left unattended. Brands need to step away from traditional customer service models and introduce a Customer Experience Team that is able to address any type of issue or question in real-time.
International events like the Winter Olympics are the perfect marketing opportunity for international brands. Millions of people worldwide are closely following the biggest sports event in the world and they love the Olympic vibe. Brands that succeed at surfing on this wave of positivity benefit from a huge exposure and reputation boost.
The holy grail of American football was yet again a celebration of the big brands’ commercials. The online buzz leading up to February 2nd was, of course, massive, but it was Game Day itself that made our servers explode! Have a look at the infographic below or read on to find out which brands and commercials captivated the coveted Super Bowl spotlights.
Social media customer service comes down to this: you have to carefully think about what you will reply to. Questions, remarks, compliments, insults, @mention or not: brands have a lot of decisions to make and it's best to do this beforehand.
Use the full potential of your social media management tools. All of your company departments can and should be using them. Automatically dividing the work and routing the messages will stimulate collaboration and vastly boost your overall efficiency.