commit: fb200d8 - #595 (2014-04-14 00:44:57 -0400)
Ksenia, what's your personal opinion about "2. Support" thing: should companies have a separate support account run by Support people, not SMM people? Is there a need for the social media manager to be able to provide support questions with core-deep answers, or is it enough to be able to funnel support requests to the right person/point?
Hey!Thanks for reading and asking this question.
First of all, it really depends on the number of users hanging around your social media accounts. If you have a lot of support questions every day, it's a good idea to have a separate account for support issues. But be ready, because some of the users will ignore it and ask questions on your main Facebook page wall=)
Secondly, an SM manager should have basic knowledge to provide at least first-line support. It is not good to kick off all the users and send them to the ticket system (whatever you use to deal with client issues) when you can simply answer their question fast and easy with a link or 2 lines of text. I think being a good SM manager means knowing your product, and in that case you can easily provide at least simple support answers on social media.
Great post. I like how you break down what a SMM does. I think that it is easy for people to get caught up in the Social Media aspect part and forget that this person has to MANAGE something. Hopefully more people understand what you do.
Thanks for reading, I appreciate your feedback!
Yes, I guess that looking at people got caught up inspired me to write his post. I wish I read something like that when I started my journey on social media.
Yes the best posts are inspired by experience and you have the experience.
First of all - great article! As far as reporting is concerned, what kind of reports do you consider to be the most crucial ones?
Thanks for reading, I am really glad you liked it. It really depends on your goals. My personal opinion is that in any case you need to measure accounts reach, traffic from social media, organic brand traffic and conversions. Also positive or negative feedback, if any, needs to be tracked as well.