Social customer care and engagement [INFOGRAPHIC]

Social customer care and engagement [INFOGRAPHIC]

Social customer care and engagement is the theme for today’s new infographic. It was provided by Social Sprout from their “The Social Customer: Highlights from The Sprout Social Index” report. This in-depth report looks at over 160 million inbound messages from 20,000 brand Twitter accounts and Facebook pages. Data was collected from 15 different industries. Read on for the top 7 findings and recommendations.

Top 7 Findings:

• Customers engaging with brands is definitely on the upswing.


• User engagement is growing nine times faster than social networks like Facebook and Twitter.


• When it comes to engaging with consumers, both the entertainment and utility industries are growing the most.


• Engagement performance and response times vary from industry to industry. Business services and utilities have the shortest response times. Banking/finance and utilities have the highest response rates. The real estate industries could benefit the most being second-to-last in both response time and rate.


• Overall response rates are dropping significantly and a whopping 80 percent of all customer inquiries go unanswered. This leaves much room for improvement as many adults have social media accounts and look to social for customer care.


• On average brands receive 3 inbound requests per month from Twitter for every 2 they get from Facebook per 1000 fans or followers respectively.


• Average response times to customer inquiries for brands are on the rise and needs to be addressed this year.

Top 7 Recommendations:

• Build your social team to be responsive.


• Include your most experienced customer-facing staff on the team.


• Use the right software tools.


• Determine which metrics are most important to your business and use them.


• Make sure your replies are conversational not overly promotional.


• Enable the appropriate departments inside your business to share tools and data.


• Be careful about prioritizing certain customers above the rest. Hire additional resources to handle the volume.

See also: Social media monitoring tools (Infographic)

“The Social Customer Infographic” by Sprout Social

Do check out: Social media monitoring tools (Infographic)

What methods does your company use to manage social customer care and engagement?

Leave a comment and do share.

Resources

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(Infographic source: Sprout Social)

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Top social media management company list [INFOGRAPHIC]

Top social media management company list [INFOGRAPHIC]

The top social media management company list is broken down here for you today into seven categories thanks to this great infographic from TrustRadius. The infographic accompanies a just released guide, “Buyers Guide for Social Media Management Software,” which is also available for free to you in a handy pdf.

The helpful categories of social media management software include listening, customer care, publishing/engagement, social selling, analytics, curation, and promotion. Some social media management tools like those from Hootsuite span several categories. For example, Hootsuite free, Hootsuite Pro and Hootsuite Enterprise are included under six categories with the exception of analytics.

See also: Best car brand on social media [INFOGRAPHIC].

Do check out: Best car brand on social media [INFOGRAPHIC].

Which social media management company tools do you use?

Leave a comment and do share.

(Infographic source: TrustRaduis (blog.trustradius.com) Photo by Trustradius.)

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Social media content strategy: How to create your posts [INFOGRAPHIC]

Social media content strategy: How to create your posts [INFOGRAPHIC]

Social media content strategy is the key managing your company campaigns. The good folks at mycleveragency ltd created this handy infographic to show you how to create your posts. Last time we showed you how to manage your social in just 30 minutes a day. Now we will walk you through exactly what to post.

Examples for all the top social networks including Vine, Instagram, Pinterest, Google+, Facebook and Twitter are here.

See also: Social media management strategy in 30 minutes a day [INFOGRAPHIC].

How to create the perfect social media post is an infographic that was produced by mycleveragency

Do check out: Social media management strategy in 30 minutes a day [INFOGRAPHIC].

What is your favorite social media content strategy tip?

Leave a comment and do share.

(Infographic source: mycleveragency ltd. Photo by Chris Heller via Flickr.)

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