Since Covid-19, usage of social networks has been on the increase. This has seen more consumers use social networks to connect with brands for support and service. And the audience expects fast response times, with one hour the ideal response time for Facebook. Here, we’ll take you through some simple steps that can be implemented quickly to speed up response times.
Adding a Post Label to incoming social content does two things. It gives your team more information about the post, speeding up how they can route and resolve the issue. It also provides a foundation for reporting, so you can understand what issues your audience is concerned about.
We recommend setting up a small number of post labels that cover all your most common audience queries and we generally try to limit this to around ten labels. This removes the need to scroll through the labels, speeding up the process further.
If you’re unsure what Post Labels you’d like to use, we’d recommend a Topic Analysis that will examine your incoming social content, establishing the subject of each post.
Classification & Status
Classifications let you specify what a post is about, such as “complaint” or “compliment”. They’re designed to give a broad idea of the post’s subject, while the Post Labels add more colour to the definition. The Status lets you set where in the workflow the post is up to, such as “New Post” or “Reviewing”.
In Social Studio Engage, the Classifications and Status can be modified. This lets you customise Social Studio to work according to your processes and terminology. Unifying the platform to your processes provides clarity to your team and reduces miscommunications.
Don’t forget that your team members can set up their own Engage Templates that focus on the posts that they need to monitor through the Post Labels, Status, Classifications or Assignment.
Standard Engagement Responses
The Post Inspector in Engage lets you respond to posts, but you can also set up Standard Engagement Responses for common questions, such as operational hours and contact details. Your team members can quickly adjust the Standard Engagement Response to suit the question or tone, and typos and other mistakes are minimised.
Although Post Labels, Status and Classifications are really handy for interpreting and actioning the post, they still need to be added to the post. Often, this is the domain of the Community Manager and it can get overwhelming when there are large volumes of posts to manage.
Engagement Macros let you specify the which attributes you would like to assign to a post, such a Post Label, Status and Classification. Once the Engagement Macros has been built out, the macro can be applied to a post, or multiple posts, with a single click.
Social Studio Automate
If you want to truly speed up your response times, you can automate much of the processes around assigning Post Labels, Status, Classifications and Assignment. Social Studio Automate listens to content in the post and determines how to manage the post through a series of rules. If you’re managing a large audience, or a number of social accounts, Social Studio Automate can free you of the administration and process side of community management, letting you focus on delivering the best customer experience.
If you’d like anymore information, or help setting up Social Studio, we’re happy to help.