Many companies know how to handle the communication and collaboration bit among remote team members correctly (like using Slack). However, you can use a few other tactics to manage a remote social media team better. For a remote social media team, you can provide training to increase product knowledge and develop customer handling skills through live webinars. Build Templates for Processes A high-performing social media team follows well-defined processes to create and share content; collaborate and communicate. An in-office team member can always run across to his colleague in sales or customer service to clarify a point or gain an insight into handling customer questions. This is where an employee time tracking and task monitoring tool can help you manage your team’s efficiency and prevent them from slacking off. Using this tool, you can add your social media remote team members to one account. Manage Your Freelancers An increasing number of people are choosing to freelance, part-time or full-time. Several companies are now employing freelancers in their social media teams, because of several benefits. Summing up, the key to managing a productive remote social media team is continual learning, reliable processes, efficient monitoring, intelligent use of scheduling tools and investing in building an engaged team.
Companies are increasingly hiring remote employees to attract top talent from across the globe. However, managing a team where members are geographically not in the same location can be challenging, especially when they are responsible for developing the company’s social media strategies.
Many companies know how to handle the communication and collaboration bit among remote team members correctly (like using Slack). However, you can use a few other tactics to manage a remote social media team better.
Here are five strategies for effectively managing a remote social media team:
1. Conduct Training Webinars
Successful social media teams not only have the skills to build your company’s image or engage with your audience on social platforms, but are also fully trained to respond to customer grievances on channels like Facebook, Twitter, and Instagram.
Why is that important?
Customer service has gone multi-channel – it is no longer restricted to the phone call, email or website chat box but has seeped into social media platforms as well. Today’s customer is more likely to voice a question or report a dissatisfaction through Messenger, Whatsapp or Twitter than pick up the phone or email customer services. According to this report, 90% of consumers surveyed had used social platforms to communicate with a brand directly with social media being their top choice for customer care.
Therefore, your social media team players must be trained to have sufficient product knowledge as well as the expertise to handle customer issues. For a remote social media team, you can provide training to increase product knowledge and develop customer handling skills through live webinars.
These virtual webinars should be interactive and allow attendees to share their experience of handling customer communication situations. Discussing and evaluating these situations could provide a valuable learning experience for all your remote social media team members.
2. Build Templates for Processes
A high-performing social media team follows well-defined processes to create and share content; collaborate and communicate. They not only need processes that clarify when and what message needs to go out and on which social platform, but also how to handle customers’ queries and complaints.
Remember, social media is in the first line of sight of customers who want a quick answer or a fast remedy to a problem. An in-office team member can always run across to his colleague in sales or customer service to clarify a point or gain an insight into handling customer questions.
However, remote team members…
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