Part 7
Social media as a primary CX channel
As consumers learn and share from each other on these platforms, your brand should be in on the conversation too, listening to their concerns, providing expertise and using them as a means for social listening and CX support.
Spotlight
Here are some strategies to effectively manage customers on these platforms:
Establish a presence
Create official accounts or channels on relevant social media platforms where your target audience is active.
Assign dedicated community managers
Appoint community managers within your organization who will be responsible for monitoring and engaging with customers on each platform.
Create an FAQ or knowledge base
Share this resource with customers on the platforms to provide quick and self-service solutions. Pinning important FAQs or resources to the top of your social media profiles can help users find them easily.
Establish community guidelines
Encourage constructive discussions, discourage spam or inappropriate behavior and outline the consequences for violating the guidelines. Consistency is key here — make sure you’re actively establishing guidelines to maintain a healthy community.
Offer exclusive content and rewards
Engage your social media followers by offering exclusive content, promotions or rewards. This can include early access to product launches, discounts, special events or giveaways.
Host AMAs and Q&A sessions
Conduct "Ask Me Anything" (AMA) sessions or scheduled Q&A sessions where customers can ask questions directly to representatives from your organization.
Use social listening tools
These tools provide insights into customer sentiment, emerging trends or issues that require attention. Actively respond to both positive and negative mentions to demonstrate attentiveness and willingness to address concerns. This data will also come in handy to personalize experiences in the future — win-win.
Analyze platform-specific metrics
Analyze these metrics to understand how customers are responding to your content and engagement efforts on each platform. Then, you can adjust your strategies based on platform-specific insights and customer preferences.
Our takeaway
Crypto consumers use social channels as a resource to learn, connect and share insights with other crypto enthusiasts. This said, there’s a massive opportunity for your brand to interact with and listen to customers on these platforms and host community conversations, education and support.