Increase Social Media Engagement & Conversions - 3 Key Takeaways

Interacting with customers on social media is now part of any customer experience strategy to drive sales and retain customers.

In this CX for Growth webinar, we explore the world of B2B SaaS social media with one of our partners, Chatdesk, a customer service platform that helps businesses increase conversions and deliver a better customer experience through social and support channels. We caught up with Aneto Okonkwo, CEO and Co-Founder of Chatdesk, to discuss how you can leverage social media to increase engagement in your business and offer practical, easy-to-implement social media growth strategies. work.

At Intercom, we want to make doing business on the Internet personal, and social media is a big part of that. Not only does this help your brand reputation, but it drives engagement with current and potential customers and turns out to be a great sales opportunity, as Aneto points out:

"People who ask questions present a pre-sales opportunity: about 10% of them will eventually convert. You're sitting on a gold mine of all those comments and DMs coming in. And by answering them, you will get people to convert"

Aneto Okonkwo, CEO and co-founder of Chatdesk

Nevertheless, social moderation can seem daunting, especially since these public interactions can happen at any time. Make yourself comfortable as we dive into the three main takeaways from this discussion.

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What have we learned? Foundations of Social Moderation and Conversation How to Respond to Customers on Social Media Use social media to strengthen customer relationships Foundations of Social Moderation and Conversation

Any brand can succeed on social media. And every successful strategy is built on good, solid building blocks. When it comes to social moderation, the first thing you need to think about is what channels you need to be on. You don't have to do them all - in fact, you probably couldn't even if you tried. There are simply too many. Instead, focus your resources on the few channels most relevant to your audience and strategy:

"Know where your customers are and focus on those channels. If your customers are startups or startup leaders, Twitter is a better channel because a lot of startups and venture capitalists are on Twitter. If your target in America is Gen Z, you'll probably want to watch TikTok, if you're a gaming company, maybe Twitch or Discord or Reddit"

Aneto Okonkwo, CEO and co-founder of Chatdesk

After choosing the right channels, you need to establish the three bottoms of your success: processes, tools, and your team. You want to develop guidelines and sample scripts based on your brand voice for a myriad of different scenarios such as issuing refunds, shipping delays, or cancellations. This will help to quickly respond to common customer questions or issues and free up valuable time for your team to focus on other, more complex issues.

Next, you need to configure your tool stack to do social moderation. Intercom, for example, allows companies to automatically route their Twitter messages directly to your support team's inbox. Stop wasting time switching between tabs and checking messages on multiple channels.

Finally, you will need to build your team. In the beginning, it's natural for co-founders to respond on social media, and it allows them to be the stage for the brand's voice and have first-hand knowledge of their audience's questions and the issues their customers face. However, as you grow, you need another strategy. And if you have a lot of business, you can even use tools like Chatdesk to help you manage all those different channels 24/7.

"As the business scales, you start to see a lot of repetition of issues and questions. Perhaps you want to bring in an intern, usually a member of the marketing team, and all customer support issue can be escalated to the person or team resolving it"

Aneto Okonkwo

How to Respond to Customers on Social Media

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