This is the official blog of the Landmark Group with insights
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Make your business count with social media: part 3

Integrating-Social-Media-Monitoring.pngThe social media age provides plenty of new, fast ways for companies to communicate with people - and for people to communicate with businesses. Technology and tendencies are evolving swiftly, but if we know one thing, it's that people the world over are quick to share questions, compliments and complaints directly to companies or publicly.

If your brand does not engage on social platforms, customers can and will dig up your blog or website, or go on public forums to share what's on their minds. Whatever path customers choose and whatever they have to say, they expect responses, too.

So how do we tackle this new reality and use these powerful forms of communication to our advantage? Tools like Hootsuite, Sprout Social and even Zendesk make our lives easier by tracking conversations between companies and customers. Zendesk goes one step further: it also converts every tweet, Facebook post and message sent via companies' websites and online-chat functions into tickets, so companies can manage them with ease.

That power makes it simple to respond quickly to comments and spot trends that might develop, and it's hard to overstate how important that is. Businesses want to know what people like and they need to know what people don't.

In short, it may seem like there are countless messages from all sorts of sources, but it's simple to manage social-media communication - which is at its essence, the critical ability to understand and interact with customers. That's an essential step forward - and rest assured your competitors are working aggressively in this realm - and it can also reduce costs for PR, customer service and even advertising.

There are things to learn, fast-flowing streams of communication to manage and no doubt some surprises to come in terms of technology and what customers will say and do, but the need to communicate and the prospects to prosper from it are too important to ignore.



Jacob
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