Social media is more than just keeping close ties with friends and family from all over the world. It has also become a powerful tool for brands to showcase their products and services, reach their target audience, and interact with the masses.
While social media can be one of the easiest, fastest, and most effective ways to market your brand, it can also be a means for people to tarnish the online brand reputation you have built over time. Anyone can openly voice their opinions or upload any kind of content online.
When it comes to managing your social media accounts, you don’t have control over what people will say about your products and services.
This is where social media moderation kicks in — to protect not just your brand but also your patrons.
Defining social media moderation
Social media content moderation, or simply social media moderation, is a process focused on reviewing and managing content submitted by consumers, This type of content is otherwise known as user-generated content and must adhere to specific rules and guidelines.
Social media moderation involves screening and filtering out content that is offensive, deemed as fake news, or is not appropriate to your target audience.
Social media moderators are responsible for overseeing your user-generated content and enforcing content guidelines. They can determine whether to allow a post or remove it from your social media page or group. They also have the power to warn or ban certain users who don’t adhere to the community rules.
Significance of social media moderation to your brand’s online presence
The kind of content you make visible on your social media accounts can make or break you. Besides safeguarding your brand and your customer base, social media moderation is crucial for the following reasons.
Customers utilize social media to get information
Based on Facebook Business statistics presented last 2019, 83% of users on Instagram alone use it to discover new products and services. This statistic consists of the kind of users in the entire buying journey, including new, undecided, returning, and loyal customers.
Generally speaking, these customers will most likely check your reviews and comments page to see what your customers have to say about your brand.
That said, you must be able to provide valuable information to your target consumers. Make sure that you have robust social media moderation strategies to manage your UGC.
Utilize social media to determine legitimate users
You can also utilize social media moderation to get rid of fake accounts, fake product testimonials, and reviews.
Plus, with the right social media moderation approach, you can also gain insights into your customers’ behaviors, wants, and needs. At the same time, it will also give you a better understanding of your customers’ expectations of your brand.
Social media influences customers’ buying decisions
As per HubSpot Marketing, 71% of customers are more likely to purchase from a specific brand based on social media referrals. This only goes to show how influential social media is in terms of discovering products and services that suit them.
Consumers spend most of their time scrolling through social media and buying stuff online. This allows them to get to know your brand better, and what you offer.
It allows them to dig deeper into what your customers have to say about your products and services.
4 ways to manage your social media moderation effectively
Effective social media moderation should always go hand in hand with cultivating good customer relationships.
You should be able to prioritize your customer experience along with your social media moderation processes. Here are four ways you can do it:
Acknowledge and value your active members
It is essential to give credit to your active members. Simply thank and acknowledge them for their active participation in your community. Build a supportive community by encouraging constructive conversation.
Let members of your community answer specific questions or counter criticisms intellectually. Then your social media moderators can add more information to what your active members have provided.
Defend and protect your community
Whether they are satisfied or unsatisfied customers, you should always be able to defend the members of your community. Make sure none of your members are being harassed, violated, or mocked.
Follow your customers’ conversations
Excellent social media moderators can follow what your customers are talking about. Knowing what they have to say will help you innovate your products and services. It is one driving force that will help you to keep on improving your offerings.
Incorporate customer relations into your social media moderation
Do not just stick to moderating all your user-generated content. Be responsive and strengthen your customer relationships.
Content that users post on your social media pages can be visible immediately. This is why you need dedicated content moderators to monitor your social media accounts.
Besides hiring in-house social media moderators, you also have the option to farm out to reliable outsourcing providers. Outsourcing your social media moderation allows you to address drawbacks that your brand may encounter on social media while saving costs.
Your social media moderation made easy with OP360
Social media moderation requires time, dedication, and the right knowledge. Work with seasoned social media moderators with years of experience collaborating with clients in various industry sectors!
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