What Is A Social Media Service Level Agreement (Sla)
Under what circumstances will your SLA be terminated? Whether your contract serves one customer or two internal departments, you`ll usually find that you put the SLA on the hack block if it just doesn`t work. Maybe your goals haven`t been achieved in the last three months, or the current agreement simply doesn`t have the approval of all parties involved. Develop a social media strategy: Creating an advertising plan that uses social and digital technologies will help you shape the conversation, retain and attract new customers and partners. Social media should not replace other methods of inbound advertising such as emails, events, or public relations, but should develop them and provide another set of marketing channels to explore. You want to make sure that the service provided is always in line with your company`s business goals, whether they are short-term or long-term. Not so long ago, I had a big problem with American Airlines, where I was stuck in an airport. I tweeted like crazy to get help from A.A., but didn`t get a single response until the next day. If I had known that AA hadn`t reviewed their tweets at night or that it took them at least 48 hours to respond, then maybe I wouldn`t have wasted my time tweeting with them. As a customer, I assumed that since AA was participating in a “real-time” platform, their answer would be mine. Real time. SSLA would serve as a way to define the relationship between the social customer and the company on the specific channel with which they interact. What does a customer get or what should they expect when they “like” your Facebook page? What does a customer get or expect when they follow (or interact with) your business on Twitter? We`re not talking about a massive document, but something simple that companies can put on their various social presences that help customers know why the company exists there and what kind of service they can expect (and what they can`t). Perhaps Twitter serves as a customer support platform for a company that edits all tweets between 9 and 6 a.m.
of the .m and responds to all tweets within 15 minutes. Maybe Facebook acts as a Q&A space for longer and more complex questions, promotions, and announcements of new/future products (or where customers can help each other). Every platform a company uses must have a strategic goal behind it. It is no longer enough to gather fans or followers. SSLA can be part of a Twitter background, profile bio, or Facebook fan page description. As a marketing department, you need to not only have a concrete goal for every campaign you run, but also an overall digital goal that aligns with the sales team`s operations. Ultimately, this means qualified leads and actual sales of those leads. Result? Not all leads may be suitable for immediate sending to sales. They often have to meet a minimum level of quality, e.B. reach a certain level of activity that can only take place after maintenance by marketing.