Social Media Response Flow Chart for Small and Medium Businesses

by | Nov 25, 2018 | Customer Service | 0 comments

Conversations represent a primary human instinct that cuts through a gamut of constructs such as race, ethnicity, languages, cultures, pigmentation, and worldviews. This form of oral communication served as a midwife to the successive stages that punctuated the evolution of human civilization. In recent times, non-verbal forms of conversation appeared in the form of writing, sign language, Braille, Morse code, text messages, and instant messaging over the World Wide Web. Over the last decade, social media platforms have emerged as a form of digitally-powered, multimedia, electronic communications that have captured the imaginations and attentions of audiences and participants worldwide. Businesses and enterprises have actively participated in this communications revolution in an attempt to reach customers and unearth new markets. That said, a disciplined approach allows businesses to forge and sustain new connections with digital consumers. The modern flowchart diagram is admirably suited to craft a social media response when small and medium businesses participate in social media conversations.

Small and medium business operators must evaluate possible motivations prior to framing a social media response for customers. A flowchart can assist them assess the mood in such conversations. Typically, such a diagram must depict a variety of characterizations: whether a customer’s post is unhappy, misguided, inflamed, careless, or erroneous. Each stage must lead to a separate response; the flowchart must be the vehicle that allows said operator to map a suitable social media response. Subsequently, a business operator may elect to simply monitor the conversation, gently correct the customer’s position, state the facts, point the customer to external links and resources, etc. In doing so, the diagram represents a roadmap for digital interactions wherein the business operator seeks to placate, inform, correct, encourage, or thank the countervailing party. The diagram must also offer incremental instructive value in that it should guide business operators to frame appropriate responses to the myriad flavors of digital interactions with modern customers.

Internal teams can be instrumental for small businesses to create and broadcast a social media response. These teams must abide by certain rules of digital engagement; flowchart diagrams can help temper and modulate the business response. The primary buckets depicted in such a flowchart must include mastheads such as tone, respect, timeliness, facts, and transparency. Team members must be sensitive to these attributes when they work to create a social media response for each digital interaction. Ergo, the designers of such flowcharts must spotlight the linkages between these stages because any disruption in the flow of prescribed actions may jeopardize the business operator’s position in public digital spaces. Therefore, additional boxes of text may be appended to the primary stages in a bid to explain the connectivity that animates the flowchart. In addition, the flowchart must instruct team persons to engage in the proverbial small talk with digital customers in an attempt to build rapport. The net effect of such actions may result in positive outcomes that hinge on a curated social media response.

The unhappy customer is a fact of life in the digital domain. Modern businesses of every hue face adverse digital feedback from such entities. A carefully crafted social media response can help small and medium business operators to contain the digital fallout that may results from an unhappy customer. Consequently, business operators can create flowcharts that depict a social media response designed to placate irate digital feedback. Such a flowchart diagram can include devices such as privately messaging the customer, a public assurance that complaints would be investigated, an affirmation to adhere to higher service standards, recent highlights in interactions with consumers, the promise of a discount or gift, etc. The intent to create such a flowchart must rest on a desire to retain each customer and to address complaints in an appropriate manner. That said, small business operators might elect to refine the inputs and methods depicted with a view to create smoother customer interactions in social media.

Flowcharts can help small business operators to widen their customer base. These diagrams, when created to promote congenial interactions with customers, offer small businesses an opportunity to create a constructive social media response. Such a flowchart may emerge as a part of larger initiatives to gain new consumers. In line with this, a small business operator may initiate digital interactions with local communities and shoppers. A single customer query – routed through social media – offers operators a handle to start the proverbial conversation. Such a flowchart should outline the many stages that can boost customer engagement with a business. At a certain stage, the flowchart may instruct the business operator to seek information from customers or groups of potential shoppers. In this scenario, the social media response can be viewed as a tool that drives business development. Subsequently, different individuals may join the digital conversation, thus providing impetus to the mission of enlarging the commercial footprint of a small business.

An organized survey of customer comments and suggestions received on social media can provide inputs to frame a social media response in the future. The operators of small businesses can sketch an inter-linked diagram that organizes the nature of comments. Certain observers note that such actions comprise the act of social listening and can help businesses gauge the mood of digital consumers, customers, and brand followers. Therefore, designers and creators of such flowcharts can append notes to the diagram in a bid to decode customer thoughts. The stages in this flowchart can label customer reactions as positive, happy, amused, indifferent, hostile, etc. Next, a list of sub-stages emerge to indicate appropriate actions that must follow each of the primary stages in the flowchart. Such a survey (and the subsequent actions) gain significance because these allow small business operators to monitor customer comments pertaining to other products, competing businesses, and rival brands.

Crisis scenarios can test the mettle of the every business organization. Not every crisis may appear in the form of Armageddon; a simple crisis may erupt in the wake of a minor disruption in the supply chain of a small business enterprise. Flowcharts enable such operators to frame an appropriate social media response that will assure clients and customers that business managers are working to resolve a crisis situation. A series of four stages can help create such a flowchart. The first stage depicts an acknowledgement of the crisis, thereby extinguishing any chances of further damage. The subsequent stages may include regular updates on progress toward crisis resolution, estimated timelines within which the business should resume normal operations, and a formal announcement of a complete recovery. These elements of a social media response allow brands and businesses to maintain constant contact with customers in the digital domain, thereby limiting the impact of any reputational damage. This instance of using a flowchart to map a business response via social media platforms underlines the criticality of managing a commercial persona in the digital domain.

The foregoing paragraphs have examined the utility of deploying flowcharts in framing credible and informed responses on social media platforms. Every business operator must invest effort to create a variety of digital responses because communication is central in the digital age. Collaboration and brainstorming may help operators to explore different response options, thereby widening the scope of commercial interactions.

Let us help you evaluate.

No credit card required. No strings attached.
Start Free EvaluationWatch Training Videos

Improve Customer Service using Decision Trees

Related Posts
Lines of Business in Yonyx

Lines of Business in Yonyx

A Yonyx Customer is assigned a distinct subdomain, such as https://customer.yonyx.com/. Every decision tree created by any Author has a URL that begins with this specific subdomain. Each customer subdomain can have multiple lines of business (LOBs)...

read more

Search across a Decision Tree

Authors create decision trees for self service, cold calling scripts for sales teams, or for call center automation using the Yonyx platform. As the trees get more complex, authors want to be able to search across a decision tree. Growing need for...

read more

Adding Yes No Buttons to a Yonyx Decision Tree

Yonyx helps automate call center tasks by streamlining business processes through interactive decision tree solutions. Subject matter experts use Yonyx Platform to create decision trees. Yes No Buttons, help agents choose the correct pathway for...

read more

Sign up for a free trial today!