Nowadays, there are a lot of company using the social media to communicate with their customers due to the advanced technology that we have now and it actually help the company to get closer with the consumers. It is really important for a company to have the policies in social media response as the message that being published on social media nowadays can getting viral in a very short time. Here i am going to explain the importance of having policies in social media response and how it can effectively used by organisations by giving the real life examples.
First of all, the importance of having the policy in social media response is risk management. With the social media response policies, the company can lower down the chances for them to get in a risk. This is because of the policy, identify the members who response to the post can offer a hedge against confidential information getting leaked or liability if inappropriate material is posted by an employee during work hours. With the identifying member this policy, the company can easily track the identity of the employee who are replying to the comment or posting a status. This condition may happen in those big company which having several employee to response in social media as they need to monitoring their social media page more often. Besides, with the name stated, customers can feel that we they really getting a feedback from the company. In this example, who can see that the employee is state her name.
The employee is replied the comment by stating the her name
Second, having the policy in social media response can maintain the reputation of the company. This is with the policy, there is lesser chance to have inappropriate conversation with the customers. The policy such as time management for monitoring the page, language that the work used and direct the customers to a private chat or discuss offline. The best response is a response that give to the customers in a shorter time, using a polite language and solve the problem in a private chat or offline. This can ensure the customers get their solution and being treated in a polite way. In the example that i provided below, you guys can see that the company response in just 20 minutes after the customers posted it with the polite language and willing to solve the problem in a private chat with the customers.
Example of the social response from KLM
Last but not least, the most important part of having the policy in social media response is prevent the loss of business. The policy of setting the communication system which is the social media page need to be open or closed can help in this point. This is because there are a lot of "haters" nowadays who would just open a social media account to spread the rumors by posting the status on the company page. Hence, by using this policy, the customers can complain with the company in a private chat and this would not damage the company image. Besides, with all the policy that i stated out in this blog can maintain loyalty of the customers to the company and this can prevent the loss of business
In conclusion, it is really important to have the policy being set up for a company in the social media response. Thanks and it is all about my own opinion in this topic. Please stay tune for my next blog.
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