Another question from our stakeholders was how we were going to organize the monitoring of all social media. Because if we were going to get started, it had to be done properly, they thought. We investigated which parties were on the market with a monitoring service. Of course, we threw the ball in the air via social media in advance. That way, we knew in no time which parties were keeping a close eye on the socials themselves!
We approached the parties that responded the fastest. Most suitable providers then came by for a demo. And what how to prepare for and handle unexpected challenges do you know: there is not much difference between them, there are many good parties on the market that provide excellent tools to scour the web, discover trends and also be able to respond directly from a whole package of social media accounts.
Another learning point: such a demo day also creates consensus in the purchasing team. Everyone wanted the best tool for our new service.
First listen, then talk back
webcare-listen-fotoliaThe webcare team was complete, the license was in order. We decided together with the team to start in phases:
A month of monitoring and listening would give us the opportunity to determine the approach. How did we want to deal with questions, comments or criticism? Instead of recording all possible scenarios in a protocol, we discussed the approach within the team. We ensured a good procedure, and agreed to always contact a team manager or one of the spokespersons in case of doubt.
In the second month, the Facebook and
Twitter accounts went live and the ‘shop was open to the public’. We only responded to messages and using artificial intelligence in academic workquestions that were addressed directly to us. A participant from abroad found us via Facebook. He asked a question about his personal situation via a private message.
The third month was the starting signal for us to share content ourselves. This gave the team, but also india number list everyone else involved, time to get used to this new service.
Be patient…
As time went on, we improved the process behind sharing content and answering posts. Although the number of fans is slowly increasing, we notice that there is more and more engagement. For example, we see that critics really appreciate that you, as a pension fund, are present and answer. Because the webcare team owns the new channel, they are very involved and always think along about what can be improved and what we can report. That promises a lot!