Customer service has become one of the most important aspects of social media.
The infographic includes guides for responding to positive and negative comments—something that’s often overlooked by page managers:
View the full infographic at prdaily.
Posts Tagged: moderation
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May 12
New Sprinklr Feature: “Facebook Streaming” helps brands keep the flow of fan mail under control
Ready for a flashback? Check out the pile of letters from smitten fans of Hollywood starlet Marilyn Monroe after her film “The Asphalt Jungle” came out in 1950. As photographer Slim Aarons playfully documented, it was virtually impossible for her (or any one person) to keep track of the communication flow.
Pop culture icon Marilyn Monroe was barraged with fan mail during her prime. Facebook fan pages for top brands receive an equal amount of cyber clutter
How times have changed! Is this how YOU dress when you are sorting through your morning emails?
Fan mail today – for celebrities or brands – has exploded in volume. Top brands have millions of fans connected to their Facebook pages and there is far less effort involved in leaving a comment that it is to mail a letter.
In essence, social media teams are in the daunting position of juggling hundreds of different conversations each day.
Sprinklr’s new “Facebook Streaming” feature gives Community Managers the ability to effortlessly sort through their correspondence, automatically archiving messages the moment the company sends a response.
If the dialogue is ongoing, a message will automatically pop back into the regular Facebook stream whenever the fan replies.
When a Community Manager logs into Sprinklr, every message in their Facebook stream is a fresh one requiring action. No more confusion about which comments need a response and which ones don’t.
And more importantly, other Community Managers will not accidentally respond to a message already handled by a colleague and instead devote their resources to the team’s “To Do” list that never ends.
Sprinklr’s Facebook Streaming is like having your own personal filing assistant to keep your message flow uncluttered.
Be happy that you’re not signing autographs!
(Sprinklr clients can watch a slideshow on the Facebook Streaming feature here).
