Time to get social with your customers.
Australians turn to social media to engage with their favourite brands, ask for support and share their thoughts. Each of these engagements present a unique opportunity for brands to turn consumers into satisfied customers, or even better, brand advocates.
As Facebook and Instagram make the transition to ‘private spaces’ from ‘public spaces’, it’s now more important than ever for brands to meaningfully engage with their social communities.
Is your brand ready for this change?
The challenge for 2024
What do brands on social need to be across for the year ahead?
Be where your customers are looking for help.
Social Media has become the primary place Australians are turning to for customer service.
Build new, engaged brand advocates.
64% of Aussies said they were more likely to trust a brand if it interacts positively with them on social media.
Meet the new legal requirement.
In 2019, the NSW Supreme Court ruled brands & publishers could be held liable for defamatory comments made on their social content.
Our Solution
We help brands build and manage engaged social communities. We do this through providing long-term strategic advice and a hands-on 24/7 customer support service. We’re guided by three-key principles in our approach.
Case Study - AIA Australia & New Zealand
“We wanted to grow an engaged community of members and provide customer support where our members were looking for it on social media. Through engaging We The People, we were able to create a framework to swiftly address customer queries and focus on creating bespoke engagement experiences with our brand.” - Kate Leplaw, Head of Marketing - AIA Australia & New Zealand
We work with AIA to provide comprehensive community management and customer service support across various social and digital channels. 7-days a week, customers receive swift responses through support from our community management team.
Want to see what a new approach to social & digital community management could look like for your brand?
Speed
Show customers that we’re listening and ready to swiftly address their concerns.
We provide up to 24-hour customer support to clients, so all customer queries through social & digital channels receive a quick response.
Human Approach
Demonstrating there’s an actual person listening and addressing their concerns (not another bot!)
Our Melbourne-based team of community managers provide real human responses to customers, not robotic answers.
Brand Tone of Voice
Activating the brand tone of voice to provide a positive and engaging brand experience.
We get amongst social communities to build personality behind brands and goodwill amongst social communities.
Download our Community Management strategy worksheet.
This worksheet has been developed to help social media and marketing managers re-think their community management approach.
In this worksheet, you’ll be able to identify: brand’s social tone of voice; frequently asked questions & how to respond; what to do and have an action plan ready in a crisis.