Amongst the many millions of conversations happening every minute of the day across various social media channels, there will be numerous engagements potentially relevant to your brand, your products, your competitors or your wider industry. Many of these will represent an opportunity for you to start a conversation, offer advice to a client or prospect or resolve an issue which could have an impact on your business.
If you are not monitoring the social web for these engagements, you could be losing out to more savvy competitors and creating an environment which may prove hazardous or even toxic to your brand.
Where does Social Media Sit in Your Organization?
The benefits of a carefully managed and fully integrated social media strategy will have a positive impact across your entire operation and as such, social media should never be siloed within a single department of your enterprise. As a strategy, siloing social media would be akin to having a single department controlling all of your organization’s telephone and email communications. Yes, there will be departments that take the lead – such as marketing, PR and customer support – but social media data is too valuable not to share, if managed correctly.
Conversations and data need to be made available across your organization. This means sharing your social media data and making it available in the place where it will be most useful.
Tip: Viralheat’s social media technology can be integrated into many existing enterprise software solutions including Salesforce.com, SugarCRM and ZenDesk.
Imagine how valuable it would be to an account manager or sales professional if they could be kept informed of every tweet or Facebook post a customer or prospect made connected to your brand, your products or perhaps even your competitors.
- A positive post from a client could be used to generate an up-sell opportunity or perhaps to recruit an individual as a brand ambassador or testimonial.
- A negative comment (handled correctly) could help prevent your organization from losing a client and protect future revenues.
- A comment about a competitor’s service or products from a prospect could provide your sales team with the ammunition to help close a sale (and make competitive gains).
- A question about a product or service you offer could potentially be a red hot business lead (there are very possibly many thousands of these opportunities already sitting out there on social media waiting to be harvested and nurtured.
To find out how Viralheat can help you manage your social media content in a timely, engaging and profitable way, join us for a free product demonstration every Thursday at 1pm (PST), 10am (EST), 6pm (UK).
Photo credit: Noodlefish
