Instructions for Community Management
Effective community management is crucial for maintaining positive relationships with your audience on social media. Marketing teams are expected to reply to comments on SD Worx’s social media channels, ensuring timely and helpful responses. This guide provides step-by-step instructions for local marketing teams on how to handle comments, both within and outside of Brandwatch.
Steps for Community Management via Brandwatch
Here’s a step-by-step guide for marketing teams using Brandwatch:
- Log into brandwatch https://app.falcon.io/
Remember we only have 1 license per country on Brandwatch. If your country doesn't have access, please reach out to Angela Marin.
- Organise your “engage tab” to have all comments & DMs Organised per channel.
You can see how to do it on the following video: https://www.loom.com/share/889b9d1517bb41eeba841216af964898?sid=1702a25c-f094-4bb0-9d2d-e41f77c04e8c
Example:
If you need help setting this up, please contact Angela Marin or Varouna Dehul.
- Monitor Social Media Comments (Minimum x1 weekly)
Go over all comments, you can do this from the Unread tab, or from the channel tabs. Like, or comment on relevant content and interact with employees.
Example:
Once you have checked, please click on the last icon to certify that you have read the message.
- Answering negative comments
If there are some negative comments, answer with one of the following answers, and assign the post to the Customer excellence team.
Templates:
FOR CUSTOMERS:
Customer + Branding complaint
“@USERNAME, thanks for getting in touch about this. We really value your feedback as a customer, and we’d love to discuss [your thoughts on TOPIC] further. Please email us at customerexperience@sdworx.com so the team can pick this up.”
Customer + Product or Service complaint
“@USERNAME, thank you for sharing your feedback [about TOPIC]. We understand you had expectations that weren’t met, and we'd love to know more so we can change that. Please email us at customerexperience@sdworx.com so we can take this forward.”
Customer + Question or Suggestion
“Hi @USERNAME, that’s a great question for our colleagues [on TEAM]. We really value your feedback, so please do send your thoughts to customerexperience@sdworx.com. Then we can make sure the right person picks this up.”
FOR EMPLOYEE OF CUSTOMER
Employee of Customer + Pay Not Received – known complaint
“@USERNAME, thanks a lot for getting in touch. This sounds really challenging and we’d love to connect you with someone who can help. Please send us an email at help@sdworx.com so our colleagues can pick this up.”
NOTE: In a specific crisis like this, external comms may need to be approved by multiple stakeholders, including the customer. Please check with the PR team before replying to comments!
Employee of Customer + Pay Not Received – unknown complaint
“@USERNAME, we’re concerned to hear about the challenges you’ve experienced, and we really want to help. Please email us at help@sdworx.com so we can take this forward.”
FOR INFLUENCER
Influencer + Branding complaint
“Hi @USERNAME, thanks for getting in touch! We really value your feedback and expertise, and we’d love to discuss [your thoughts on TOPIC] further. Please email us at customerexperience@sdworx.com so the team can pick this up.”
Influencer + Product or Service complaint
“Hi @USERNAME, great to hear from you! Thanks for sharing your expertise here. We’d love to know more about your experience, so we can do a better job meeting your expectations. Please do send us an email at customerexperience@sdworx.com so our colleagues can pick this up.”
Influencer + Question or Suggestion
“Hi @USERNAME, thanks for getting in touch! That’s a great question for our colleagues [on TEAM]. We really value your expertise on this topic, so please do send your thoughts to customerexperience@sdworx.com Then we can make sure the right person picks this up.”
FOR PROSPECT
Prospect + Branding complaint
“Hi @USERNAME, thanks for getting in touch about this. We really value your feedback, and we’d love to discuss [your thoughts on TOPIC] further. Please email us at customerexperience@sdworx.com so the team can pick this up.”
Prospect + Product or Service complaint
“Hi @USERNAME, thanks a lot for sharing your feedback. We’d love to know more about your experience so we can work on the points you mentioned. Please send us an email at customerexperience@sdworx.com so our colleagues can pick this up.”
Prospect + Question or Suggestion
“Hi @USERNAME, that’s a great question for our colleagues [on TEAM]. We really value your feedback, so please do send your thoughts to customerexperience@sdworx.com. Then we can make sure the right person picks this up.”
FOR COMPETITORS
Competitor + ALL
“Hi @USERNAME, thanks a lot for reaching out. Please do email us at customerexperience@sdworx.com so we can discuss further.”
FOR FOLLOWERS
Follower + ALL
“Hi @USERNAME, thanks a lot for your feedback. Please email us at customerexperience@sdworx.com so we can investigate this further.”
Important:
- Each script needs to be a) translated and b) personalized before use.
- Minimum personalization: adding the user’s name. Ideal: empathizing with the user’s specific problem.
- Never copy/paste a script as a reply without personalizing it first.
Once you have answered, please assign the comments to customer experience so they can follow up
How to assign these comments to Customer Experience so they can follow up:
Click on the 3 dots of the posts, click on Assign, select Customer Experience team.
Summary of Responsibilities:
Local Marketeers check social media channels and answer first line questions and assign complaints to Customer Experience team.
Customer Experience handles customer emails, assesses the severity of complaints, and assigns them in Salesforce to the Local Service Delivery or other appropriate teams.
Steps for Community Management outside Brandwatch
1. Monitor Social Media Channels (Minimum x1 weekly)
Keep track of the comments, questions, or feedback people leave on your social media posts. Monitoring should be done consistently to ensure timely responses.
2. Respond Appropriately
Be polite, clear, and professional in your responses. Match the tone of the brand and be empathetic when handling complaints or inquiries.
Offer helpful information or solutions. If the comment requires further assistance, direct the person to the appropriate customer service channels.
Scripts templates have been already provided above.
