In this segment, learn about community management vs customer service customer care, and audience engagement.

Community Management vs Customer Service

Customer service customer care is a method of interacting with customers. Community management is a process of engaging with a group of people and companies that share an interest in the same product or service. The customer service approach is to solve the problem at hand.

However, community management is about providing useful information consistently. Customer service is about answering your customers’ queries. But community management is about understanding your customers’ demands and helping them fulfill their requirements.

Customer service helps customers to get their issues resolved as soon as possible. But community management aims to cultivate more engagement with the target audience. Community management promotes a brand by creating awareness and building trust among the target audience.

On the other hand, customer service resolves issues for the customers and tries to retain them. This is by providing excellent customer support.

Community Management and Social Media Marketing

Community Management is a process of engaging with a group of people who share an interest in the same product or service. Community managers can be internal or external to the organization. Now, they are responsible for driving social media engagement and activity on social networking sites.

These are Facebook, Twitter, LinkedIn, etc. They also manage blogs and forums related to a brand or company’s products/services. Community managers try to build trust with the audience by sharing useful information and responding quickly to queries raised by them.

Community managers try to foster meaningful relationships with customers through social media channels. So, they remain loyal to the brand in the future. They use various tools like Facebook Insights, Google Analytics, etc.

Moreover, they can track the performance of their activities on social networking sites. The community manager interacts with other members of a social network. So, they can help create awareness about a brand/product/service, etc., within a particular niche.

Also, He/She tries to foster meaningful relationships with customers through social media channels. So, they remain loyal online for longer time periods in the future. Community managers do not need any prior training but have good communication skills so that they can handle any issue politely without irritating anyone online.

Community managers can be internal or external employees. Since they are responsible for driving social media engagement and activity on social networking sites. These are such as Facebook, Twitter, LinkedIn, etc., blogs and forums related to a brand or company’s products/services, etc.

Building Trust in the Community

Community managers try to build trust with the audience by sharing useful information including tips & tricks. This should be related to niche areas of business & industry and responding quickly. Also, to queries raised by them via various social networking channels like Facebook, Twitter, LinkedIn, etc. 

Community managers manage other social media channels like Youtube, Flickr, Reddit, Pinterest, etc. Since they try to build online communities around these channels. Community managers can be a part of the marketing or public relations departments in a company.

But they need to have good communication skills so that they can handle any issue politely. This is without irritating anyone online.