Being a community manager is not synonymous with being a customer service representative for a brand, there are some key tasks that divide both concepts and that companies should consider if they will work with social networks. In this post we highlight the different tasks or responsibilities of the representatives of both departments, as well as those they have shared. As shared by Socialbakers, these are the main differences between the community management tasks carried out by the CMs and the customer support tasks, as well as France Mobile Number Database the points of agreement between both parties: As a starting point, he highlights that within the work of community management, from a general perspective, the goal is to increase the size of the community and keep the conversation going around the brand. For those responsible for this area, the audience they serve is the brand’s target audience, which is not necessarily entirely made up of company customers. In relation to the frequency of their actions, this can be considered high, this is due to the fact that they aim to be in contact with the audience repeatedly and continuously in order to comply with points such as the one already mentioned in relation to keep going the conversation.
Regarding its key performance indicators or KPIs, there are sections such as user activity, engagement, retention, and customer satisfaction. Its availability to people is based on a fixed work schedule, but with the passage of time, this has become 24/7. The goal of those responsible for this area, contrary to what is done in community management, is to address individual customer problems and solve them as quickly and without as much effort on the part Phone Number List of the consumer as possible. The audience can be understood as one-to-one since it is about conversations direct with customers, not with the general public. In relation to the frequency section, in this case, it can be considered to be low, because, although it sounds bad, once a problem is solved, ideally this area does not want to hear from the client again. The issues that those responsible for this area consider are 99 percent related to the product or service that is sold in the company. In the case of KPIs, managers must consider aspects such as response time, time to solve problems, and, as in the case of community management, customer satisfaction.