Understanding Organic vs Paid Social Media
Organic social media refers to posts and shares that come from a brand’s social media page without any paid promotion or advertising. On the other hand, paid social media refers to content promoted with paid advertisement or boosted posts.
Importance in Help Desk
Help desk teams use social media as a channel to provide customer support. Understanding the difference between organic and paid social media helps them optimize their social media strategy to provide better service to customers.
- Organic social media: A customer complains through a brand’s Facebook page, and the brand responds to it without boosting the post.
- Paid social media: A brand launches a new product and promotes it through a paid advertising campaign on social media.
Major Benefits for Customers
- Organic social media: Customers can express their opinions and complaints freely without interference from paid promotions.
- Paid social media: Customers can discover new products and promotions through sponsored posts and advertising.
Having a good understanding of the differences between organic and paid social media is essential for help desk teams. Knowing when to use organic or paid strategies helps them to provide better customer support, increase engagement, and gain a competitive edge.
Keywords: Organic vs Paid Social Media, Help Desk, Customer Support, Advertising, Customer Engagement, Competitive Edge
lets learn more about other jargons also
Customer engagement is a crucial term in the help desk and customer support industry. It refers to the interaction between a customer and a company at different stages of the customer lifecycle, from initial awareness to post-purchase support. A successful customer engagement process aims to create a deeper connection between the customer and the brand, leading to increased loyalty, trust, and advocacy. This can be achieved through various channels, such as social media, email, phone calls, chats, and in-person interactions. Companies must effectively personalize their communication, offer a seamless experience, and continuously monitor and improve their engagement strategies to meet customer expectations and needs.
Customer interaction is another critical term in the help desk and customer support industry, which refers to any touchpoints that a customer has with a company. These interactions may occur throughout various phases of the customer journey, including pre-purchase, purchase, and post-purchase stages. Customer interaction may happen through a range of mediums, including phone calls, email, live chat, social media messaging, and in-person conversations. To ensure the efficacy of customer interactions, companies should provide well-trained, empathetic, and courteous support personnel who can quickly address customers’ needs, concerns and provide tailor-made solutions. Companies need to monitor interactions to identify areas of improvement, such as response time, query resolution time, and overall customer satisfaction.