Why Your Businesses Brand Engagement Should Be Handled In-House

Social media is a crucial part of any business today and our marketing agency in Tampa, Florida is here to help. The strategy, planning, writing, and scheduling can all seem like a lot to handle. While we are here to manage all of that for you, we have our own outlook on brand engagement and why you should be handling it internally.

Listed below are a few of the areas you typically engage with your audience online and reasons why we suggest that someone from your internal team or a customer service rep should handle the communication!

Direct Messages

Ah, yes! The ever-growing list of DM’s to respond to. Allowing customers such a quick way to reach out can be fantastic for developing great customer service but if not responded to, or worse responded to incorrectly, it can set your brand up for poor reviews and customer service ratings. While many DM’s may be able to be responded to with a simple “Email us at info@sample.com” it can be highly effective to have someone with a strong knowledge of the brand that can respond quickly and accurately right away. The quicker the customer gets their individual problem solved, the more likely they are to have loyalty to your brand. 

Comment Responding

Similar to DM’s a lot of times comments in your posts are highly specific to a product, order, or customer. While a canned or templated response can get them answered quickly, many customers don’t want to take the time to reach out via a different communication method or veer to another platform from which they are already on. The fewer steps that the customer has to take, the better. Questions about specific sizes, colors, inventory, or orders oftentimes land in comments as well and it’s important that the person responding has access to back-office company information. 

Messages

Many customers see Facebook messenger as a way to reach out to a brand in a way that THEY communicate. If handled effectively, the messenger feature can be a highly beneficial sales tool that not only answers questions but closes sales and increases revenue. View your Facebook Messenger as your business’s personal chat service and you may be finalizing orders and sales before you close the chat window if the right person from your team is on the other end.

Email Automation & Templates

Are you getting tons of emails with no system or automation process? Not having email be managed by a dedicated person and questions get dropped or lost? In our article on automation, we share the importance of automation in your business and how it can not only save you time but also make your business run more effectively.

Brand engagement online is a crucial part of your brand and having good engagement helps build brand awareness and brand loyalty. Our agency understands the value of a good customer relationship which is why we take our relationship with you, the client, so seriously.