Over the past decade, social media has become the most vital communication platform for most businesses. Social media has become a platform in which brands interact with their consumers on an intimate level. Sprout Social conducted this study on how businesses engage with customers on social media. They found that 90 percent of consumers engage with brands on social media and that social media is the first place customers go if they have an issue—surpassing phone and email.
As customer service expectations become greater, it is imperative that brands take this direct communication with their consumers seriously. We’ve laid out a few steps you can follow to ensure your community management is on the right track: