In recent years, the emergence of the Internet into our lives has meant a change in our daily lives. This has transformed into a new range of jobs that were unimaginable just a couple of decades ago. One of them, which emerged as a result of the boom in social networks, is that of the community manager.
This figure, halfway between marketing and customer service, is increasingly important for those businesses that have a digital presence. Does your company have a community manager? Whether the answer is positive or negative, in this article you will find the keys to knowing the importance of the community manager in a company.
Who can be?
As we have just mentioned, the figure of the community manager is relatively new, so there are not many regulated trainings in this regard. Professionals with training in journalism or advertising are usually the most in demand, although there is no clear border in this regard.
When this figure began to be created, it was enough to have three qualities to be able to be a community manager: good writing, empathy and knowledge of the tone of the company. Little by little, social media management went from being Mexico WhatsApp Number List customer service or a place to report on business news, to becoming a gateway to new potential customers. This began to require new skills for community managers, such as being able to increase the conversion rate of followers or get traffic to the website from social networks.
Likewise, it is a job that is somewhere between methodical and creative, so in the end, the most important thing is that the person in charge of managing your company's social networks knows it well, understands the tone and Know what messages are important to convey.
What tasks does a community manager perform?
Broadly speaking, we could say that a community manager is the professional who is in charge of managing a company's social networks, but that would be too simplistic. Let's look in detail at all the tasks that a community manager can help you with.
Customer service : You will be the first person users contact. The image that the community manager has projected will be responsible for the treatment that will subsequently exist. Is your brand extremely serious and responsible? Do you use humor as a flag? Are you following trends? This is how it is defined, this is how your customer service will be.
Implementation of strategies on social networks : Once you communicate the commercial objectives, the community manager will focus on helping you achieve them. Do you want more people to visit your website and make yourself known? Let them hire your services? Increase followers? Depending on your objective, the strategies will be.
Writing content for networks : It is clear that to attract the attention of followers you cannot be bland. A good community manager is one who writes attractive content. You will notice the difference.
Brand crisis management : The least pleasant part of the community manager's job is dealing with brand crises. When something does not go as expected, the walls of the different social networks are the first place that users go to complain. A good crisis management strategy is key to not only getting through that moment, but even emerging victorious and with a better reputation than before it happened. Good communication, empathy and transparency are key to achieving this.
Benefits of having a community manager
Having the figure of a community manager in the ranks of your company will help you improve your brand image. They are professionals who are used to speaking on behalf of companies and, therefore, will become the voice of your business. Finding the right tone to do so will be key to attracting potential customers who are not only interested in your services or products, but who believe in your brand and become loyal over time.