Engagement rate, signaling whether What aren’t we your content strategy and voice actually drive your audience to interact.
Customer sentiment, highlighting whether people are happy, unhappy or indifferent to your messaging.
Messages (or comments) per day
ensuring that you actually have a dialogue with your audience.
Getting your social messaging right often requires some trial and error. This is especially true for up-and middle east mobile number list-coming brands or companies trying to juggle multiple social platforms.
Below we’ve broken down five of the most common challenges associated with social media messaging and how to overcome each of them.
Limited characters counts
Trust us: we understand how tough it is to say what you need to in just a handful of characters. Dealing with call-outs, tear-downs and serious customer concerns feels particularly daunting on social media.
Solution: Don’t be afraid to shift communication to another platform. Remember: social media customer testing send times service and support don’t only have to happen on social media. Getting people in your inbox, on the phone or to your help desk is probably going to be more proactive than social-only support.
Consistent messaging among colleagues
Sticking to your brand’s single voice can be tough when you have multiple employees behind it. Delighting customers and handling concerns should be something that everyone feels comfortable doing.
Solution: For starters, make sure that your team is sticking to a style guide. Anything you can do to reinforce text services your brand’s values and cultures internally is also a plus. If you’re using a tool like Sprout, consider setting up approvals for social messages to ensure they’re always seen by a second set of eyes.
Driving meaningful conversations
If you’ve been sweating over your organic engagement rate these days, you’re not alone.
Still, that’s no excuse to talk at your audience instead of having conversations with them. Social media messaging is about responding and What aren’t we reacting. Each comment and message is an opportunity to learn more about what your customers want. Those moments don’t happen by default.
Solution: Post questions and prompts that encourage direct responses from your followers (see below). Likewise, regularly reply to comments to show your audience that you want to have a dialogue. Keep a close eye on your notifications and strive to respond promptly.