It's too late for a private message! How to improve the effect of overseas social media interaction management?

Communication between users and brands is moving online, especially on social media.

Just imagine, what would you do if there was a problem with the product or experience you purchased that had to be solved by the official?

A. Log in to the company's official website - find the complaint mailbox / online customer service - give feedback on the problem - wait for a reply after N working days

B. Find the company's official social media homepage - leave a message/private message directly under the most recent post - wait for a reply from the active "business" homepage operator

From the experience of the Chinese Internet, it is obvious that the latter is more efficient.

In the past, we often thought that overseas users were more reliant on email communication and communication. Whether it was special offers, version upgrades, or solutions to certain problems, they were more accustomed to getting information from emails or emailing brands. communicate. Therefore, for overseas brands, it is essential to carry out accurate and timely email management and email marketing as the locals do.

But with the impact of the COVID-19 epidemic, overseas users are spending more time at home and using social media more and more, accelerating the importance of social messaging.

In 2021, WhatsApp users will reach 2 billion, while Facebook Messenger users will also reach 1.3 billion. Communication between brands and individuals through social media has become an important trend in overseas brand marketing.

Overseas users will also "find the official homepage when they have something to do", and they will also be eager to communicate with brands through social media private messages.

According to one data, by 2023, more than 50% of customer interactions will take place through social messaging channels. Therefore, for overseas brands, it is really too late to manage private messages well.

As a leading global social media data marketing management platform in China, Marketing Cloud can provide brands with one-stop cross-platform interaction (comment/private message) management, and achieve aggregate management of interactions on Facebook, Instagram, Twitter and TikTok within the same platform , no longer worry about missing important private messages or comments.

For the selected social account, you can view it according to "Incomplete" and "Completed", which is convenient for timely processing, and it is convenient to retrospect the processing status of comments. The comment content displayed at the bottom of this area can be filtered by type, contact label, interaction label, etc.:

The comment content interface is clear and concise, and provides practical functions such as emotional tendency judgment, multilingual translation, etc. The settings of buttons such as viewing dialogue, reply, like, mark as complete, tagging, and internal notes allow operators to target in various ways handles different content and types of comments. With the tag function, sales leads, after-sales issues, etc., can be timely understood and followed up by other departments:

In addition to quick replies, the interactive function of Marketing Cloud can also directly view the interactive data overview of different platforms and the "list of frequently commented users" and "comment active time". Through intuitive data, lists and charts, it helps operators to grasp The effect of interaction management, distinguishing active interactive users, and rationally allocating online response time, etc.

Epilogue

As the functions of social media platforms are updated, the ways of interacting with users on social media have become rich and diverse, and rich media content can also become a channel for brands to display their own characteristics and strengths.

For example, providing a real voice response will make users more recognized as your "friend"; providing pictures or video instructions will make it easier for users to understand the important information the brand wants to convey (such as usage guidelines, etc.); Set up mini games in Facebook's private messages to further strengthen users' interest in one-on-one interaction with your brand...

However, the premise of making your interaction richer is that the interaction management should be timely.

If you are interested in the functions such as "comments" and "private messages" of Marketing Cloud mentioned in the article, please leave your contact information, and we will arrange a special person to contact you.