Social media risk #5 - Managing sudden support overload

10/25/2021

social media management

We know how critical proper social media management is in a crisis, and how powerful.

In this blog post we take a look at 1 of 6 social media risk areas for the public sector and how to handle them.

RISK #5

Managing sudden support overload

Be ready to change with the times

Predicting the number of support errands can be nearly impossible. But when circumstances suddenly change and the amount increases dramatically, not having the capacity to manage the increased number of errands can make your brand look negligent. This, in turn, can have serious, long-lasting effects on the brand – costing you both customers and revenue.

Have the tools to act quickly

The covid-19 pandemic truly showed us the importance of wellfunctioning social media management in a crisis.

The 4 main tools you will need

An easy way to onboard users to your support system
Clear, centrally vetted response guidelines
Access to continually updated and correct information
The ability to respond quickly and manage the queue

Asess
- - How would you get more hands on deck, on short notice?
  - How would you ensure every stakeholder gets responded to?
  - How would you ensure to-the-minute information sharing?
  - How would you ensure quick support queue management?

How can RelationDesk help?

Easy, intuitive to use dashboard ensures quick onboarding and a team up-and-running in minutes
Save responses and provide internal information for your team to use and adapt
Assign messages per role or user, with 100% visibility of handled and non handled messages
Ask colleagues or external parties for information without leaving the tool – or having them log i

1. Need input on how to respond? Ask for help and get a reply without leaving RelationDesk.

2. The recipient can see the full conversation, and respond to you – all through their regular email.

3. See the answer and use it immediately when responding to your customer, if you choose.

Did you know… Our ”Ask for help” functionality lets you get the information you need from elsewhere in the organisation, without leaving RelationDesk – or your colleague leaving their inbox.

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Social media risk #5 - Managing sudden support overload