SOCIAL MEDIA RESPONSE TEAM (SMRT365)
What we do: We provide weekday evening, weekend, and holiday social media community monitoring & engagement coverage – reading all posts in your social channels, triaging posts, responding to posts, and escalating any critical issues immediately after your business hours.
Our business was built to work efficiently within the EXACT process required by multi-department organizations in both regulated and non-regulated industries. Many of the major brands we provide both daytime and after-hours social media coverage for are Consumer Packaged Goods (CPG) and Pharmaceutical (pharma) companies and large retail chains. We also have experience working within less-regulated industries, such as with Point of Service (POS) companies.
Our teams are extremely comfortable working with detailed Workflows and response matrixes (anticipated questions/approved responses), identifying and correctly reporting all types of moderate and severe events posted by consumers. We have extensive experience following after-hours alert protocols for sensitive issues, and working through various internal teams (consumer relations, technical, medical, legal, regulatory) to respond to specific situations.
We are confident that we can both exceed your expectations and reduce your current spend to do after-hours social media monitoring and engagement.
Your problem, our solution: At any given time, more than two billion people are online. That's two billion potential customers who could be looking at your social media communities and discussing your brand. So, who is managing, monitoring, and responding to posts -- especially at night, on the weekends, and during holidays when your teams are offline?
It's a 24/7/365 world and the Internet is always on. Thirty percent of the world's population is online and may be mentioning your name on Facebook, Twitter, Instagram, YouTube, or countless other social media sites. Are you listening? Are you responding? If you're not listening to and engaging with your customers, these relationships are in jeopardy.
An around-the-clock social media infrastructure is expensive and can be a logistical nightmare. We solve that problem for you.