How Covid-19 shifts corporate social media model
Thu, 06 May 2021
Covid-19 has already spread throughout so many countries, infecting over 1 million people and causing more than 50,000 deaths worldwide. The UN warns about the recession of the world economy that causes uncertainty among millions of businesses and workers and humongous financial losses. This testing time has taken many of those raising concerns with it.
Nevertheless, we can still draw some optimistic outlook and potential disturbances already seen, including:
The future workplace is undergoing a massive restructuring
Co-creating opportunities through collaboration among businesses
Healthcare and medical device innovations are at the peak
Growing adoption of social media to substitute or to minimize human intervention
We will try to emphasize how social organizations can turn their digital stacks and exploit social media and technology to stay ahead during a crisis, like Covid-19.
AI-powered Social CRM to replace or minimize human intervention
At a time when companies need more flexibility and expertise to handle online customer experience and reputation management through social media, updating current skills and preparation within the organizations is a smart idea. Social Media Customer Service or broader, Social CRM is not something new or has recently emerged. What is more important to consider is the implementation and continuous development of the organization’s social resources and innovations to be ready for the future. For several organizations that have taken advantage of being creative and keeping ahead of the curve in terms of social CRM implementation, the Covid-19 has already proved the way forward. An industry such as Telecom, E-commerce, Retail, Hospitality, etc. is taking more constructive advantage of Social Media Customer Service than ever, by reducing or pausing the conventional Call Center support during this lockdown. The current situation has also demonstrated that social media is there to stay even during the crisis and it has been accepted by people as a replacement for the traditional call center. It’s, therefore, a testing period for the organizations that have already adopted Social CRM, Though, there’s no point in looking back on those who haven’t yet leveraged Social CRM but just adjusting it to remain future-ready.
Social Listening enabling analytics on-the-go
More than ever, at a time when companies expect their employees to remain physically or digitally linked, it is the need of the hour to recognize the appropriate resources and innovations that can add value or solve a problem. Although social listening and tracking was the most critical part of any social enterprise, real-time analytics focus has increased. Eventually, we see an increased demand to integrate other media and devices beyond just emails such as mobile devices and wearables. The good news is it’s possible now. Most of the industry-leading social listening and CRM platforms have already allowed both Mobile and Smartwatches Critical Alerts functionality
The idea behind this – is to empower businesses to stay informed by leveraging Social Analytics on-the-go and take faster and better decisions.
Leveraging Social Bots to the next level
During a crisis such as Covid-19, when information plays the most critical role in driving citizen engagement & awareness, organizations need to act as a leader in thinking. Healthcare and government agencies are also involved as providers of information, but other organizations may also utilize social media to provide accurate and useful information which has been pursued. Here come the Internet Bots, which can be incorporated across social media, like Facebook Messenger and WhatsApp. We are now seeing significant growth in end-user adoption for connecting with a Social Bot, particularly during this Covid-19 event.
Intelligent Social Content Moderation
While there is an emergency throughout the globe, it is obvious that information is flooded. Also, as every bit of information becomes important, it is difficult for government officials, organizations, and individuals to recognize false news. Social Media Content Management has been around for quite some time now where the social media tools help limit users to make noise, spam, or offensive expression. Thanks to the social monitoring platforms based on AI which can identify and predict fake news through adequate training.
Stay Safe Stay Healthy!!!
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