What is community management and its types?

Community management is the process of building relationships and creating a community among a business’s customers and employees.These relationships and sense of community are created based on positive interactions among all parties.

Interactions can happen online or between people in real life where it can benefit a business by creating networking opportunities between your audience and business so all parties can easily communicate with each other and feel a sense of community.

There are many types of community management that can have a positive impact on it.

Social listening

What is social listening?

Social listening is defined as the monitoring of your business’s social media channels for customers’ feedback and mentions about your business.

It also involves analyzing customers’ feedback and mentions to gain insights about your business that will help in improving your marketing strategies so your business can perform really well.

Through social listening, you can learn and create the type of content that your followers will be engaged with, come up with new ideas for how to promote your business on social media, and improve customer experiences through positive interactions with customers.

Why is social listening important?

Social listening is important for many reasons where it will reflect on your business growth as a whole because you get to understand your customers feedback whether it’s positive or negative and then create marketing strategies suitable for your business goals.

Other reasons that social listening is important are:

● Customers feel heard when businesses respond:

A business that is very responsive to customers can easily influence customer behavior toward making a purchase because the business engages with the customers and builds trust through messages that add value to the customers whether by helping them in a problem they have, answering their inquiries, or anything related to social listening practices which will help you build loyalty in the long run.

● A business can increase customer acquisition:

Through the use of social listening, you can create useful and engaging content on social media that adds value to your target audience and followers. Eventually, this strategy can convert followers and your target audience into customers.

A business can discover new opportunities: Social listening can also help a business discover new opportunities for solving problems that customers are facing

Customer engagement boosting

Customer engagement describes the relationships that a business develops with its customers that makes customers have an emotional connection where they engage with the business and are more likely to become loyal to the business helping it grow.

Businesses can engage with customers through a variety of channels such as social media, email, websites, community forums and engagement.

Customer engagement boosting is all about using techniques that will create and deliver value to customers in the most effective way possible.

How to boost customer engagement

There are many ways that you can use to boost customer engagement for positive interactions and outcomes for your business such as:

Creating positive customer experiences:
By creating positive customer experiences, you can boost customer engagement because customers are going to be happy from the experience that they had with your business through its channels.
Offer helpful content:
Identify their challenges and needs so that you can create relevant content that will help your customers. You can do so by creating articles, videos, ebooks, and any other helpful content that will increase your customer engagement.
Create a community on social media:
Having a sense of community can help customers feel connected and can communicate their ideas with each other when they face certain issues. You can also share updates about your products or services with your customers which will increase customer engagement.

Get your customer’s feedback:You can get feedback from your customer about the product or service that you offer through surveys, polls, and interview

Ways to Boost E-commerce customer engagement

Increase customer retention:
You can provide a great customer experience that can keep customers engaged which will reflect on getting high conversions because you connect with customers and provide them with value.
Create brand ambassadors:
When you engage with your customers positively, customers can actually promote your business by sharing their positive experiences which can get other people to know more about your business and more likely to become your customers.
Increase customer loyalty:
Through creating engagement with customers that go beyond just helping a customer with a purchase, you can develop genuine relationships between them and your business which can increase customer loyalty in the long run.
Enhance messaging with bots:
You can improve messaging with the use of chatbots which can be used in online platforms such as Facebook Messenger and Whatsapp to respond to customers very easily which will help with getting conversions.

Social media moderation

Social media moderation refers to managing online communities through monitoring, listening, and responding to content posted on social media channels such as Facebook, Instagram, and Twitter.

It involves moderating user-generated content on online platforms to make sure that it follows certain guidelines so that it doesn’t affect the business negatively and maintain the business’s image.

Moderation techniques for social media

There are many different moderation techniques used in social media that will help a business in maintaining its image and values.

Publish guidelines for commenters:
This involves putting guidelines to not use certain keywords or discuss certain topics for commenters while they are on social media platforms. The main goal of these guidelines is to create a positive environment for the business and its target audience.
Work with a community manager:
By working with a community manager, you can get someone who monitors online communities and responds to people on these channels which will help in maintaining good conversations.
Deal with spam and inappropriate comments:
If someone is spamming your content or writing inappropriate comments, you can hide these types of comments or even block the person doing so.
Use your DMs:
Some information may need that you direct message someone to answer their question in more detail. So, you can comment on the person’s comment on social media platforms and let them know that they got to check their inbox for the details.

Social media moderation: types and benefits

There are 5 types of social media moderation which are:

Pre moderation:
Pre moderation involves reviewing the content that users want to put on social media. Moderators view the content first to ensure that it follows the business’s guidelines and then post it when they are sure that it is appropriate.
Post moderation:
This involves users posting the content that they want to put on social media and then the moderator can remove inappropriate content.
Reactive moderation:
Reactive moderation involves users reporting inappropriate content and it actually helps the moderator to track down abusive content.
Distributed moderation:
This type of social media moderation involves members in social media communities to view and vote on whether the type of content that they saw violates the business’s guidelines and regulation or doesn’t do so.
Automated moderation:
This involves using tools that reviews the content that users want to post and either reject or change the content if it doesn’t follow the business’s rules and regulations.

All of these types of moderation help the business in several ways such as:

Protects your business and its users: This happens by reducing the risk of your users seeing content that is abusive or unacceptable to the business guidelines and regulations and keeps your business and keeps your business on track of these type of content.
Helps you understand your users: You also gain insights about your users’ opinions and behaviors regarding your product or service so that you can develop new marketing strategies and campaigns when you discover something.
Helps with scaling campaigns: When user generated content is used in campaigns such as contests, moderation can help by reviewing and checking user generated content which indirectly helps in many campaigns going viral.
Helps with building positive customer relationships: Moderation is involved with checking user generated content and seeing if it follows the business’s guidelines. If it is appropriate and there are many users posting about positive experiences they had with the business, it can lead to positive relationships between the business and its customers as well as build credibility.

Sales representatives

Sales representatives are those who build relationships to sell a product or service for a business to other customers, businesses, or both. They may sell through communicating with people over the phone or through communicating with them online.

They communicate with people to help them see how the business’s product or service can help them find a solution to a particular problem that they have. Their main goal is to get people to become customers and they do so through showing people the benefits and features of the business’s product or service as well as through the use of sales techniques.

What B2B sales representatives do and why are they important?

A B2B sales representative is someone who builds relationships with only businesses to sell a product or service. These B2B sales representatives use sales techniques and tools such as email, social media, and calling potential business buyers on the phone to persuade them by offering solutions to their issues and gaining their trust.

B2B sales representatives are important for the following reasons:

B2B sales representatives help with building relationships with businesses which will ultimately lead to revenue generation and business growth.

They are also important because they provide relevant solutions through the business’s products or services that can help other businesses grow too.

B2B sales representatives can also have experience in showing the business’s product or service features or benefits effectively which will help in getting sales more easily.

Live chats on applications and websites

Live chat is a form of messaging software where customers can speak to a business’s customer service representatives on a business website or application.

In many cases, live chats pop out automatically on websites or apps as a way to engage with customers.

Live chats are used as a way to help businesses connect with customers, answer their questions, and solve issues they may be facing.

How does live chat increase your conversions

Live chat also can help in increasing conversions very easily. It can benefit your business very easily through:

Answering customers’ inquiries:
There are many customers who have many inquiries about your business’s product or service before making a purchase. So, customer representatives through the live chat can answer all their questions making it easier for customers to know if the product or service is the solution to their problem or not.
Offers personalized assistance :
Live chat provides personalized assistance through customer representatives interacting with people about their inquiries and issues which makes shopping on a business’s website or app easier and creates positive customer relationships.
Helps with lead generation:
Live chat can also help with capturing leads where it pops out on the website for users asking them questions about whether they like more information about the product or service.

How to allocate all resources for customer experience management

Customer experience is defined as the impressions that you leave on your customers based on any interaction that they have with you.

Customer experience covers many different aspects such as when a business offers support to customers when facing problems and when customers write reviews about the products. All of these actions leave impressions on customers from businesses.

There are many ways to allocate resources for customer experience management such as:

Prioritize customer experience initiatives and objectives: You have to prioritize the objectives and initiatives of the customer experience through focusing on improvements that would make their experience better
Use the right customer experience management tools: You can use tools such as Lumoa which can help you allocate your resources more effectively. This tool can also help you keep track of data about customer experience and act based on these insights.
Focus on value: You need to focus on creating value for the customer experience and creating a positive return on investment so you can allocate your resources according to these two criterias

In conclusion, community management can help your business form relationships with customers and create a community that is positive for all parties. It is needed for businesses to operate effectively.

Osolutions

What is community management and its types?

Social listening

What is social listening?

Why is social listening important?

● Customers feel heard when businesses respond:

● A business can increase customer acquisition:

Want to find out more about social listening, you can read more about it

Customer engagement boosting

How to boost customer engagement

Creating positive customer experiences:

Offer helpful content:

Create a community on social media:

Find out in depth techniques about how to boost customer engagement with our guide

Ways to Boost E-commerce customer engagement

Increase customer retention:

Create brand ambassadors:

Increase customer loyalty:

Enhance messaging with bots:

Social media moderation

Moderation techniques for social media

Publish guidelines for commenters:

Work with a community manager:

Deal with spam and inappropriate comments:

Use your DMs:

Read our guide to learn all about social media moderation in depth

Social media moderation: types and benefits

There are 5 types of social media moderation which are:

Pre moderation:

Post moderation:

Reactive moderation:

Distributed moderation:

Automated moderation:

All of these types of moderation help the business in several ways such as:

Sales representatives

What B2B sales representatives do and why are they important?

B2B sales representatives are important for the following reasons:

Find out more about B2B sales representatives in our guide

Live chats on applications and websites

How does live chat increase your conversions

Answering customers’ inquiries:

Offers personalized assistance :

Helps with lead generation:

How to allocate all resources for customer experience management

There are many ways to allocate resources for customer experience management such as:

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