Numerous articles discuss how social media have altered the playing field. Engaging with customers on social media is now fundamental to the success of any company, whether for promotional purposes or to improve customer service.
But how can you make sure that social media helps rather than hurts your company? Remember that even one careless Tweet can ruin your reputation forever.
Hence, the need for content moderation.
To moderate content means to review, screen, and filter information posted on social media channels about your company.
The Various Forms of Social Media Content
Multiple facets of your company’s operations are tied into the content you share on social media.
It’s a place where advertising and marketing can spread their messages. This provides your team with yet another avenue to address questions and concerns from customers. Additionally, it is a vital component of the whole customer experience because it educates, entertains, and fosters relationships with both new and returning clients.
User-generated content
In the context of the Internet, “user-generated content” (UGC) refers to any and all content that is created and shared by users themselves. It can be presented in a number of diverse mediums, including but not limited to text, images, video, posts, tweets, reviews, and so on.
Generally speaking, UGC circulates via social media. Companies are free to use this material on their own websites and in promotional materials like email and display advertisements. Here, you can get original content that is tailored to your customers for free or at a low cost.
Interactions with Customers
There are a number of ways to engage with customers on social media, such as through a chatbot, posts, tweets, and comments.
This may include answering questions about your business, like your hours or prices, or resolving a customer service issue, like an issue with an order. Marketing and customer service should work together to follow up on and respond to customer interactions.
Reviews
Reviews from actual customers really do make a difference. Ninety percent of consumers say they consult reviews before making a purchase decision.
Social media platforms like Facebook often compile and feature customer feedback. Third-party review sites like Google, Yelp, and TrustPilot help with search engine optimization and credibility by consistently ranking near the top of search engine results.
Prize draws, games of skill, and other competitions
Giveaways, challenges, and contests centred on your products or services are a great way to encourage user-generated content and grow your social media following.
This is an excellent strategy for rewarding current clients while also expanding your clientele.
Popular methods to increase your chances of winning include:
- Adhere to the official brand account
- Share or retweet the contest post to enter.
- In a post, label the number of friends you want to share it with.
- Set up a specific hashtag for your company.
Functions for the Consumer
Displaying your satisfied customers on social media is a great way to attract new audiences and retain existing ones.
Create hashtags your brand’s audience can use to submit content. Highlight it on your website and in a special section of your social media pages.
The Forum and Message Boards
The best way to get customers talking about your business is to create a community for them to talk in. Customers can share their thoughts and opinions on your business in a public forum with other like-minded consumers.
Campaigns based on affiliate links and word-of-mouth
Affiliate and referral programmes are another strategy for boosting social media engagement.
Affiliates can spread the word about your business to their social media followers by sharing referral links. Customers receive compensation for each referral that results in a sale.
1. Establish Guidelines and a Social Media Policy
What are the boundaries, if any?
Establish strict guidelines outlining the types of material that will and will not be tolerated.
This includes anything that is illegal, harmful, or offensive, such as pornographic or violent images and videos. Content that targets minors, attacks popular brands, or discusses sensitive subjects may also be deemed inappropriate.
2. Limit the Participants Who Can Participate
Is there a restriction on the types of authors who can submit work?
Most social media accounts are real, but trolls and impostors are unfortunately possible. Thus, you should think about the constraints you’ll impose on the people who can submit content.
Limiting who can comment or tag posts on your social media accounts is something to think about.
#3: Plan Your Content Approach
To what kinds of materials are submissions open?
You need to make sure that the content you are receiving and sharing is in line with your larger marketing objectives, beyond the initial rule policy. Doing so requires formulating a content strategy, which should include details such as where the content will be distributed, how it will be utilised, and how the final product should appear.
Set up a System for Submissions
To what extent are spectators able to participate?
The steps taken to review submitted content will vary from company to company based on factors such as the nature of the content and the availability of review staff. There are typically three phases to the submission process: pre-moderation, post-moderation, and reactive moderation.
Fifth, Keep a Close Eye on Content on a Regular Basis
Although these measures have been put in place, social media content still needs to be monitored frequently. You can do this by hand, with the help of AI or a combination of the two.