Good corporate microblog is "live Lei Feng"

Yesterday @baiyi on Weibo asked: What kind of Enterprise Micro Bo is good? I forwarded a "bad call" to complain about a few businesses in some or some industry on Twitter, and see which one is the most satisfying? Later, Bo friends to participate in the discussion, feel that this move although a bit loss, but more really, Bo friends also cited some examples of real, such as @ Dell technical support to do better, and to Dangdang is not, of course, these are cases. But the test enterprise Weibo good or bad an important indicator: in the shortest possible time to help users solve practical problems, do not ask this fan is old this tough type or we are such a mortal.

Then I had to think about the problem, now, although there are many enterprises micro-bo do the wind, a lot of fans, activities, daily content is also very rich, although these are "good" enterprise micro-blog indicators, but this indicator is targeted at companies, for the agency, for a common fan, These shiny appearances are more attractive, and in his mind there is only one indicator of a good corporate microblog: when he needs to solve real problems for him in time. From the user's point of view, Enterprise Weibo to become a good example, should do the following:

1. Show up on Weibo so that users can find it when they need it

More and more people use microblogs, there will be more and more people encounter some problems related to the enterprise is not to Baidu, not to Google, but through micro-Bo search the name of the enterprise, they look for enterprises on Weibo, may just to find a phone number, or to find the official website address, Or to find the city of his recent repair point, if the enterprise does not face on Weibo, these problems to solve the rapid users will go to Baidu, we all know, Baidu is a what kind of site.

What to reveal:

① to the product or enterprise name to set up Weibo account, user-friendly to search;
② need to have some necessary information (perhaps some hyperlinks): Official website address, FAQ Help Center, sales outlets, network mall, customer service phone, etc.
③ If the enterprise really did not want to send what content, you can use a few micro Bo to release the information, than the hair of some of the soul of chicken soup, such as good and practical more;
④ If the enterprise does not have the ability to reply in time letters, also please release the announcement to tell the user how to quickly contact the enterprise the method, lest the user letters contact delays the matter.

This is the most basic step to do business Micro Bo. Of course, if the ability of the enterprise can see the second step.

2. Deal with fans ' requests for help on Weibo, complain and even complain in time

I believe that most of the people who see this article are now having problems the first reaction is to go to micro-bo on the @ so-and-so enterprise, I think this user is still good users, he has a problem said not to suppress in the heart, for this in the form of @, or letters form, I think the enterprise needs to deal with the timely, understand the user why help, Complain and even complain, I believe most of the users as long as the enterprise contact him in time, for him to dissolve the problem he would be a relatively grateful mood, I have encountered complaints about the flight delay did not notice to my question, the flight crew in the micro-blog within half an hour and I apologize, I am angry on the entire elimination, And I will often talk to friends about this flight on the micro-blog How to do well, in fact, they are nothing but timely feedback to me, so, sometimes the user's request is very simple, as long as someone in time to ignore him is very satisfied.

But now a lot of enterprises do not know whether it is not aware of this is not enough manpower, or feel that this problem is not the management of micro-Bo can solve, so prevarication, in short you @ They, there are many are no one to ignore.

To do the Enterprise Micro Bo better, not only to face, but also timely to give help to complain and complaints users to respond, sincerely for them to solve the problem.

3. Take the initiative to find problems, timely help those who need, give them "wow" surprise

There are a lot of users who complain when they ask for help. May not mention the name of a certain enterprise, not directly @ Enterprises, may also be some common problems, such as my home air-conditioning how to clean ah, where to travel in the autumn fun Ah, Hangzhou where there is to watch for the battery place, for these problems, if there are some enterprises, Can give some help, of course, not with sales, just for this may not be users of the user to solve the problem, I think this should be the enterprise Micro-blog in the live Lei Feng.

How to do business microblogging:

① monitoring Some keywords, such as their own product name, brand name, company name, have similar problems in a timely manner to resolve;
② Monitor the competitor's product name, brand name, company name, if found that some enterprises can through professional knowledge for his users can also try to solve, of course, this yardstick must be grasped, not to show off their products, but for the user's problem, solve the problem.
③ take the initiative to focus on the content of the fans, if you see fans have some things to help, even if your business is not related, if within the scope of the ability to give help as far as possible to help;

Company executives can do these things personally, I want to give users the feeling must be "wow", try.

This is from a user's point of view what is a good corporate microblog, do you have anything to add? Welcome message. Thank you.

This article link: http://www.socialbeta.cn/articles/how-to-use-weibo-help-fans.html

Author: @puting