The way we connect and interact with our customers and clients, both potential and existing, continues to undergo radical changes as social media platforms shape consumer habits on many levels. Brand trust and integrity has extended beyond the ‘four wall’ experience, and now our ability to build ongoing relationships with our customers requires a deeper understanding of their interaction with the online world than ever before.
Social media platforms such as Facebook, Instagram, Twitter and LinkedIn now offer businesses the ability to curate their customer’s impressions and experience with their brand and product in an online capacity. Many businesses desire for this level of customer engagement to become a subconscious behaviour, by inserting themselves into social feeds alongside images and words shared by friends and family. When harnessed correctly, social media platforms bring huge opportunities to ground and further customer relationships – but when they’re not handled with care and an attention to detail, it’s all too easy for a customer to have a negative experience instead.
Although automation can alleviate some of the manual manpower required to keep social media presences running smoothly, not all platforms like to play ball. Automation isn’t a one-size-fits all when it comes to the range of platforms, but here’s a look into some of the automation tools available.
‘Our ability to build ongoing relationships with our customers requires a deeper understanding of their interaction with the online world than ever before.
Facebook now offers businesses the ability to install a Facebook Messenger Chatbot. These chatbots bring with them the ability to offer automated conversations with your customers, triggered when a customer clicks the ‘message’ option via your Facebook presence.