Here's our latest installment of SMT Shorts, a series that addresses your social media and marketing questions with concise, expert answers. This week, Joshua March, CEO and Founder of the customer service management tool Conversocial, discussed how to respond effectively to a social media crisis, why companies should have a dedicated social media team for customer service, and the qualities every customer service tool for social should have. Thanks to Joshua and the Conversocial team for lending their expertise! Subscribe to our YouTube page to keep yourself up to date with not only our SMT Shorts, but other great video content as well.
For the first question, Joshua explains what to do in the event of a social media crisis:
Question two: "Who should handle customer service on social media? Should it be an enterprise-wide commitment, or a dedicated team?"
And finally: "What are some tools for managing queries on Twitter and Facebook? In the face of 100 queries, what's a good ratio to respond to?"
Stay tuned for our next call for questions!