2022 Trends in Social Media – The Year of Opportunity
The new year is in full swing and companies are adjusting to the new realities that have come to light in the last few years. So what does that mean for your business? The moderation experts at Online Moderation sat down to discuss the trends for 2022 that you need to know about.
It is clear that social media in 2022 will be the key customer acquisition and retention strategy. In fact, the Online Moderation team knows by experience that social customer service has been a growing trend in the past five years. “Our customers are changing,” says Mark Somol, CEO of Online Moderation. “Our strategists are seeing more inquiries into the engagement and management of customer reviews, customer service inquiries, and lead generation than ever before. These companies need leads. They need customers who are
happy. They need our services more than ever.”
As companies begin to focus more on social customer service, the skill those engaging with customers on social media platforms has to evolve. At Online Moderation our team of social customer service moderators are skilled in every social media platform from Twitter to Tik Tok. Understanding the way platforms perform, analytics, crisis management and escalation procedures and lead generating engagement is key.
The unique Online Moderation omnichannel approach to customer service on social media platforms has been recognized by a high satisfaction rate among clients. “We don’t rest,” says Mark Somol. “ Our team is constantly aware of the changing social landscape and demands customers put on our clients. At Online Moderation we have some of the highest level of standards in the industry. As a result we have had more word-of-mouth referrals to our company than ever before. Our leadership and agile approach to social media moderation and social customer support makes our clients’ work easier while providing results and peace of mind. We have clients that have literally been working with us for decades because they know the value of professional moderation.”
Engagement is Everything in 2022.
Monitoring your social media streams has always been important. Your customers -and trolls – are posting about your business. Connecting with your customers to create the ultimate personalized experience is critical to your business. In the past, driving traffic to your website was the goal. Today, as attention spans grow shorter and gratification needs are more immediate, engaging with customers and potential customers is more important than ever. Spending money on ads is important, of course, but engaging and connecting with your customers, asking their opinions, celebrating their accomplishments, and being part of their life will pay off in customer retention, return engagements, referrals and positive reviews.
Our team of social moderators is skilled in creating the best experience for your customers and leading them through the customer journey to create leads.
Application Support on the Rise.
According to Finances Online (www.financesonline.com) the COVID-19 pandemic has helped the smartphone app world explode. More people are relying on their smartphones than ever before. From shopping to financial apps.
Our team has experience in the moderation and management of customer service related comments and reviews in numerous apps including financial services. Understanding the sensitivity of customer expectations during software updates and outages is key. As the year goes on and more people rely on apps provided by their service providers and relied upon brands, the critical management of engagement on and about these platforms will continue to be important.
Goodbye to In-House and Bargain Basement Moderation.
Let’s face it, every business has a budget. Over the last year we have seen more businesses realize that true social customer service is far different than having an intern answer incoming emails from disgruntled customers. They are also realizing that the old saying is true – you get what you pay for. Proper, skilled, experience, and strict moderation protocols like those at Online Moderation are important. Turning to off-shore or bargain priced moderation services saves companies money, but it costs in terms of lost leads, poor moderation services, and potential PR crisis’ situation where less than skilled moderators representing your business do anything but serve your best interests.
At Online Moderation our training and expectations of our moderators is of the highest standards. Our moderators have years of experience, are trained to meet our standards, and are career focused individuals who take their job seriously. It is unfortunate to know that there are companies offering cheap moderating services with moderators who are paid per comment, unskilled, and unmanaged as they work through their clients’ customer base. At Online Moderation we begin by meeting with clients to determine their needs, understand their pain points and security concerns, and help them understand how we, based on our experience, can best serve them to meet their needs. We appoint a lead strategist who is available 24/7 to understand their customer’s journey and experience, understand their budget, and define the moderation strategy for their business. Nothing is at arm’s length. We are part of your team, and we are here to support your needs honestly, professionally, and consistently.
The Online Moderation team provides the strongest support in the industry, allowing your business to scale up or scale down on support as needed, without the staffing worries of an in-house team. And unlike an in-house team, our moderation team is available 24/7 including holidays.
Social Media Ad Management
According to Social Media Today, there has been a 92.3% year-over-year spike in social media ad spending. Posting paid ads across social media platforms helps brands reach a larger audience. Along with the Buy Now and Purchase Now click-throughs on ads, there is a strong opportunity to engage with potential customers, address customer concerns, and manage negativity and potential crisis’ within the comments section under the ad. Our social customer service team has proven success in managing comments and turning inquiries into leads for clients.
Building a strong brand reputation and strong relationships with customers is priceless. As ads appear in front of social media users, decisions to purchase are often influenced by the comments under the ads and the way the company itself interacts with their community.
Facebook Groups and Niche Interest Experiences
Facebook groups have proven to give customers the niche interest experience they’re looking for. From free groups to paid groups, this focused experience brings together customers who are seeking out like minded people to connect with across the globe, and gives businesses the chance to truly engage in a personalized way. From Facebook live events inviting customers to engage and connect with businesses and business leaders, through to the new live audio rooms, these niche groups will continue to grow in 2022.
Savvy businesses using Facebook groups recognize the need to have skilled moderators managing the space and ensuring the best customer experience and journey possible, while helping the businesses recognize trends, concerns, reputation issues, and potential leads.
24/7 Social Customer Service
Your customers are online at all times of the day – and night! When your business team and customer support team goes home at the end of the day, your customers are online reaching out to you. The Online Moderation team provides 24/7 support across all social media platforms. The trend for 2022 is to see a steady increase in the demand for quick, friendly, and effective 24/7 social customer support.
No matter how big or small your business is – if you are online you need professional social customer service and moderation services. Talk to the leaders in the industry – talk to Online Moderation.
