Social Media Marketing (SMM) is a popular line of business development based on promoting a company on social networks. The people who do this are called SMM managers. However, their responsibilities often cover other areas as well.
Instructions
Step 1
One of the main tasks of an SMM manager is the promotion of groups and pages on social networks. Depending on the specific site, the strategy may differ. For example, on the public pages of VKontakte, they can conduct contests and track the effectiveness of ads, and on Twitter, they can correspond with clients and readers.
Step 2
By the way, feedback is one of the most important functions of these employees. Depending on how quickly and efficiently it is carried out, the consumer can judge the professionalism of the company. For example, Sberbank SMM managers respond within 5-10 minutes after sending a message.
Step 3
This is very important for both the company and the consumers. The former receive the necessary information from clients and find ways of development, the latter can receive support or express their opinion. Previously, to leave a review, it was necessary to call or write letters (this practice still exists in some media outlets). The Internet, however, allows you to contact the company at any convenient time.
Step 4
Another important function of an SMM manager is troubleshooting. If the consumer finds any defect or discrepancy, he can report it on social networks. In this case, the number of customers can significantly decrease, because people trust the reviews of familiar people more.
Step 5
The SMM manager monitors such messages and contacts the user. In the course of the correspondence, a solution to the problem is found and the negative review is removed or supplemented. As a rule, the problem is not solved by the SMM manager himself. It simply establishes a connection between the consumer and the required service.
Step 6
Thus, the image of the company is formed. If users see that employees of the firm are trying to fix problems even when they are not asked to do so, then they begin to trust more. This strategy can significantly improve customer relations and serves as an excellent advertisement.
Step 7
In addition, the task of filling accounts, groups and pages may lie on the shoulders of an SMM manager. These can be just informational messages or some important information regarding the company. It should be noted that this function is often performed by a content manager (a person responsible for filling resources).
Step 8
Also, an SMM manager can track trends and propose projects for their use. For example, we recently hosted the Ice Bucket Challenge flash mob, which was attended by many stars, politicians and athletes. The manager may suggest that the bosses take up such a baton and draw attention to the company.
