Goal: Protect online reputations and identify new marketing opportunities through social media
Every day there are conversations happening about your brand, your competitors, your market or your customers in social media. Ignoring those conversations is no longer an option. Social media users expect to be heard and, if met by corporate silence, issues can escalate quickly. Even if your company never faces a social media crisis, it makes sense to monitor those conversations for opportunities such as questions from your community, expressions of need from prospective customers and emerging hot topics that you can participate in.
We use both automated tools and skilled, multi-lingual staff in six timezones around the world to monitor for relevant topics in social media. Our established process, created through years of working with vocal communities, allows us to identify, escalate or respond to issues quickly and appropriately, turning them to opportunities where possible. We work with you to integrate a social media management process with your existing marketing, customer support, community and research functions and help ensure consistent messaging throughout. In the event of a crisis, our experience handling highly sensitive communications challenges and crises comes into play. When we spot growing interest around a specific topic of relevance to your company, we can help you enter the conversation in a meaningful way. Then we track everything in a social media campaign dashboard and measure using metrics based on your business goals (such as resolution rates, sentiment scores and advocacy impact).