Sometimes it's better to NOT say the first thing that comes to mind.
Ever have a school teacher who taped students’ mouths if they talked out of turn or continued to say inappropriate things in class?
Perhaps that “tough love” approach went the way of slapping a misbehaving student on the wrist with a ruler, but in the social media world, there are times when masking tape or duct tape would be helpful.
On your personal Facebook account, there is an electrifying energy that happens in a quick-fire conversation. The banter is much more fun when it is unfiltered. And although the smart social media user knows that NOTHING is ever private and tempers his or her words for public consumption, personal conversations only need one filter: You.
That’s sometimes not the case with brand conversations. Brands need to speak with one voice. If a Facebook fan is complaining about customer service or the quality of food in a specific restaurant for example, a Community Manager might need to run a response by Human Resources. If a fan is complaining about the safety of a staircase railing or restroom hygiene, the Legal Department may need to be involved.
Facebook Comments Workflow allows Community Managers to respond to Facebook fans via Sprinklr’s Quick Post window, enabling them to schedule a post, save drafts or request approval from other company team members.
Facebook Comments Workflow allows multiple team members to manage conversations. (Click pic to enlarge image).
No matter how well trained or well intentioned a Community Manager might be, Facebook Comments Workflow ensures that the company is speaking with a unified brand message whenever there is a sliver of doubt about how to respond to a customer.
Much classier than masking tape!
(Sprinklr clients can download a slideshow on the Facebook Comments Workflow here).
Tags: community manager, feature
