Our client is a global leader in sustainable innovation which provides software solutions that allow customers to create innovative new products and services using virtual experiences, where almost everything around us is enabled in some way by our client’s solutions.
Unfortunately, we cannot share specific details about their business (confidential agreement).
With close to a million followers across their social media platforms, a social media moderator was needed to play a crucial role in maintaining the company’s online reputation and to build an online community to increase the engagement rate across all their social media platforms.
The company has to desert a large number of messages across its social media platforms due to a lack of manpower and an experienced moderator.
The relationship of a community between the brand’s users, customers, and fans of the company’s brands is missing.
Articles, blogs, news, amazing projects that were using the company’s brands from around the globe were passed over and went unnoticed.
Big amount of feedbacks were ignored or responded to incorrectly that affected the company’s online image and their globally recognized brands.
Our main role was focused on social media moderation (LinkedIn, Instagram, Facebook,Twitter, and on a creative community named Behance) to respond to relevant content, detect and remove unwanted sensitive topics about our clients. Using social listening tools based on keywords to find out what users are talking about the brand for both positive and negative rapports, and providing a response to them. Learn more about our Social Media services
1. Connect and build a relationship with audiences and product users on social media
Responding to incoming tagged messages, videos, contents, articles by relevant parties.
Responding to messages and mentions that did not directly tag or mention the brand’s social media handles using social listening tools.
2. Prevent controversies and bad publicity
Detect and remove any unwanted sensitive topics.
Respond and providing feedback to controversial issues, topics or complaints that involves the brand, and escalates to the relevant team.
Social media crisis management.
3. Collecting users’ insights and providing suggestions for content creation.
Using social listening tools based on keywords to find out what users are talking about the brand for both positive and negative rapports, and providing a response to them.
Provide feedback/suggestions to client regarding content creation based on social listening results.
Build an online community and increase engagement rates by using social listening tools.
Create a Definite Set of Rules
FAQ that will be updated regularly, and tone of voice that the brand wants to use
Listening Tool Installation
Identify potential crisis and related keywords that involved the brand.
Launch of moderation on all social media platforms.