Social Media Community Management
Social media is the new "word of mouth".
Build brand advocates and grow your business through effective community management.
Multi-location community management
As a multi-location business such as a franchise, retailer or restaurant, it is often difficult to maintain a consistent brand “voice” and customer service approach across all your locations – particularly on social media. A misstep by one location can have a significant impact on the overall brand, so it is important that your company has a strong community management approach in place, including a clear brand voice, customer communication protocols and training for people who are responding to customers online.
Through our extensive experience working with hundreds of multi-location businesses, we are able to help you develop, implement and manage an approach that works for your organization. Based on your specific needs, our team of social media professionals will work with you to create a social media management plan which maximizes the effectiveness of your network while also maintaining a consistent customer service approach.
What we do
Our in-house team of community managers will help you manage your social platforms to better connect with your customers to increase loyalty and positive sentiment.
Sharing your industry expertise via social media is a great way to reach and engage new potential customers and stay in touch with existing ones. Our content team will work with you to develop and implement a content marketing strategy, including the best topics to focus on, social platforms to use, frequency of posting and more. Our talented team of writers will create the social posts, website articles or whitepapers to make your content marketing approach a success.
When it comes to your brand, how you say something can be as important as what you say. Striking the right tone in your social posts is essential to continually reinforce your brand “personality” and values. Our social media professionals will work with you to identify and implement the right tone and verbiage across all customer interactions, including social posts, comments and customer responses, to ensure a consistent and professional approach.
Live event coverage
Hosting an event, attending a conference, launching a new product or trying to jump on a trending topic? We can work with you to craft and execute a strategy to make the most of your live event coverage. From creating a hashtag, to posting updates or live streams in real time, to aligning with your PR initiatives, to enabling your social activity to be displayed at the event, we will work with you to ensure you’re generating social buzz, visibility and engagement.
Measurement and reporting
Understanding what your customers are saying about you is essential for brands who want to evolve and grow. Beyond reporting on traditional metrics such as the number of comments and shares, we also analyze sentiment, consumer suggestions, engagement, customer feedback, and more. We deliver this information to you in easy-to-read reports, allowing you to incorporate learning and insights into your strategy and road mapping.
People are increasingly turning to social media when they have a question or problem about a company’s goods or services. We will work with you to craft customized responses to frequently asked questions to quickly and efficiently engage with your customers’ inquiries. Our friendly, knowledgeable team of community managers will become well-versed with your operations, tone, key messaging and brand guidelines. We will also develop an escalation process should we encounter atypical inquiries that require additional follow-up.
Social media offers valuable insights into how your customers (and potential customers) think about you and your competitors. Beyond monitoring inquiries and comments that are directly sent to your social accounts, we will also track your brand mentions, online reviews, competitor sentiment, and news related to your industry. Your company is being discussed online with or without you; by using community management and reputation monitoring, you can steer those conversations. We will alert you to negative comments and reactions about your brand, and guide you on ways to address them.
"If you're looking for a social media team - team being the key word - Reshift is the right choice."
Vice President Of Marketing, Business Development & Operations
Menchies Frozen Yogurt
Customer engagement is your secret weapon
Every engagement matters – not only to the recipient, but also to your audience at large. Studies show that companies that have a formal customer engagement approach financially outperform those that don’t. High-engagement organizations do a better job of retaining their customers over a longer period of time, which results in a larger customer lifetime value and increased profitability.
Responding in a timely fashion to customer comments, questions and feedback is not just about interacting with that one person; it’s also about publicly demonstrating how you treat your customers. This is why we believe that real human interaction is the key to effective community management. Unlike other agencies, we don’t rely on automated bots to respond and engage with your customers. We do not outsource our work, instead ensuring consistent quality and tone with an in-house team of community managers who have experience fostering online communities across a wide range of platforms.