This Article is About
marketing campaigns
close relationships
correct person
marketing plan
personal level
text message
phone call
phone number
Social Media Engagement
Join 1000's of Authors at StreetArticles Today!

Social Media Engagement

It still puzzles me to find businesses that don’t use social media and more importantly, don’t think that it is necessary. As all marketing professionals know social media has now become an important part of the marketing plan and is included in many marketing campaigns.

Companies should focus on creating bespoke social media plans and implementing them effectively is an important factor, it all depends what outcome you want from it. Social media isn't just about telling the world what is happening with your business, it’s about interacting and creating close relationships with your customers on a more personal level.

A great way that social media can be used it to handle customer’s enquiries. There is nothing more annoying than ringing up a company to speak to an advisor who then puts you on hold whilst dealing with your query, most people just don’t have the time to ring up and be put on hold. Now we can just click a few buttons and away we go, no searching for an email address or phone number of the correct person to speak to.

A prime example of this would be the courier service DPD Ltd. I was getting a package delivered to work a couple of weeks about and I received a text message from DPD saying you parcel will be with you between 1.31pm and 2.31pm. I needed to leave work at 2pm for an important meeting and nobody else was in the office to collect it, so I went online and I noticed that they have a social media team that respond to enquiries. I didn’t really have time to call so I just tweeted them asking if it was possible to get the driver to come early, if not I would have to delay my parcel (which I needed that day).

They messaged me asking if I could send them my tracking number and my phone number. The clever thing is, I needed to follow them to send them a direct message, so whilst helping customers they are getting more followers. I did that and soon after I received a quick and simple phone call with my question answered, no waiting around on hold or answering a long list of questions. Furthermore, the DPD social team even rang the driver and checked whether he could make it before I had to leave, and thankfully he was on course to do so!

It won’t be long before more service providers are jumping on the bandwagon, I think it’s a brilliant service considering how popular and easy social media is!

Before writing this I thought I would see if the DPD social media team would answer a few questions for me, which they did and I am very grateful for as I know they are very busy. The questions and answers are below;

What did DPD choose to use social media?

We use Social Media because it's a great way to interact with customers. It promotes a more informal style of communication and helps to create a bond. We want our customers to find us approachable and easy to deal with. Social Media enables us to get our brand across in a way that isn't traditional in our industry. It's about being a great customer service company that delivers parcels, as opposed to a parcel company that does customer service when it *has* to. The reality is that Social Media is huge, and we'd be neglecting a massive channel if we chose not to engage with customers.

What are the working hours of the social media team?

We have a dedicated resource dedicated to Social Media. We operate Monday to Friday between 08:30 and 17:30.

What kind of responses have you had from your customers?

In terms of response from customers, it's been very good. Our approach shows that we're proactive and prepared to help with queries It's very satisfying when we're able to deal with an issue that someone has, and they then they change from negative to positive.

What's more, we generate a lot of good will from customers who like our Predict service (one hour delivery window) etc. You see this in our RTs. We also try to engage with customers on non-parcel related issues, because that's what Social Media is about: making connections and getting involved in the debate.

Would you say interacting using social media is better than using a telephone?

I don't think Social Media is "better" than phone calls, just different. They supplement one another. Often, we'll follow up a Social Media interaction with a phone call. The two functions support one another.

I honestly think that every business needs to use social media in one way or another, if you’re not utilising it then you are missing out. If you are still unsure how social media can help your business then you can easily find out for free by using Google! Also like to say a big thank you to the helpful social media team at DPD.

Street Talk

Hi Daniel, My wish to you is a very good morning and the next parts of the day. I just passed by to say hallo and to tell you that i like your article because it is rich and informative. Thank you very much.

  about 1 decade ago
You May Also Like
Niche Keyword Generators I Use For My Affiliate Marketing Campaigns
There is certainly no shortage of niche keyword generators out there, because niche research is an essential part of affiliate marketing. From personal experience, I know that starting a campaign without doing the proper research can leave you with a stunning site, but no traffic, no commissions, and no money.…
By: Nathaniel Brenes in  Internet and Businesses Online   Mar 19, 2013  
  Likes: 3

How to Find Good Keywords
It is vital for every affiliate marketer to know how to find good keywords. The Internet is a mighty sea of information. In fact, there are sites that will even charge you hundreds of dollars to show you how to find good keywords. While some others will teach you what…
By: Keyword Specialist in  Internet and Businesses Online   Mar 10, 2011  
  Likes: 0

Benefits Of Social Media Marketing
The benefits of social media marketing are often hard to quantify in the same way as other marketing campaigns, but if done properly social media marketing is an amazing tool that is virtually free. Using social media requires a marketing plan and setting it up properly but there are several…
By: presslaunchevity in  Business  >  Advertising   Mar 19, 2013  
  Likes: 0

Keeping Up With the Pros In Internet Marketing
Are you satisfied with the marketing strategies that you are employing for your business? Are you having a difficult time keeping up with the pros in your industry who have huge marketing budgets with which to throw more money at advertising through multiple venues such as print media or the…
By: Dan McDaniel in  Internet and Businesses Online  >  Internet Marketing   Jun 01, 2011  
  Likes: 0

Best Paying Affiliates – Top Tips To Help Increase Your Profits
There are endless opportunities to make good money online these days because of the many ways you can earn income through any one of the best paying affiliates opportunities. Millions of affiliates worldwide are busily engaged making impressive sales and earning good money from home. But because of all the…
By: Garry2 in  Internet and Businesses Online  >  Internet Marketing   Jan 26, 2012  
  Likes: 1

Not Your Average Joe’s Job
Internet marketing is most certainly not your average Joe’s job and that is for sure. You can start at any time you want and can work for as long as you want. Want a day off take it and ask who, well no body you are your own boss. It…
By: Tim Bashista in  Internet and Businesses Online  >  Internet Marketing   Jun 22, 2012  
  Likes: 3

Top Tips on Web Link Affiliate Marketing For Your Consideration
One of the better marketing campaigns for your online affiliate business to bring in more sales is web link affiliate marketing. You have lots of options when it comes to marketing products on the Internet, some of commoner methods are pay-per-click, article marketing, social networks, posting on forums, buying solo…
By: Garry2 in  Internet and Businesses Online  >  Internet Marketing   Feb 06, 2012  
  Likes: 0

On A Search for A Career? Great Opportunity Here
Are you on a search for a career? When the time comes to search for a career, although there are many different fields to choose from, which one to pick? I found myself on a search for a career. I thought that maybe there might be something I could do…
By: Peter Smith in  Business  >  Career Advice   Sep 19, 2011  
  Likes: 1

Looking for Ways to Make Money? Make Money With the Internet
There are many ways people can make money. You can make money with the internet also! There are many companies out there that want to sell their products through the internet and they are looking for people who can do it. This is where affiliate marketing comes in. Affiliate marketing…
By: Peter Smith in  Internet and Businesses Online  >  Internet Marketing   Oct 02, 2011  
  Likes: 3

Promotional Products for Your Business’s Growth
Most businesses usually start small. This is because businessmen tend to make sure that they do not put so much investment money at risk too soon. Of course, even as they do start with just a small amount of capital, they do try to climb their way to the top…
By: Larry Brown in  Shopping and Product Reviews  >  Electronics   Sep 06, 2013  
  Likes: 0

Market Online Easily, Effectively And Affordably
When you want to engage in advertising, you have to have a foolproof plan in place to find success. That means you need the knowledge it takes to craft such a plan in the right manner. This article will give you the questions you need to ask to figure out…
By: TroyF in  Internet and Businesses Online  >  Internet Marketing   May 12, 2013  
  Likes: 0

Stuck In the Mud When I Was Fired at 50+
4 weeks ago I was let go from my job that I had held for 5.5 years. I was a studio manager in a small advertising company. Their reason: downsizing. My position as a studio manager had become redundant. It was nothing personal they said. This is not about you…
By: Yvonne van Leeuwen in  Self Improvement  >  Empowerment   Mar 05, 2012  
  Likes: 7

Importance Of Search Rankings
There is one thing I cannot stress enough is the importance of search rankings in your marketing campaigns. Being on the first page or in the first place on the first page are going to get you traffic coming to your site. In turn, you will be making sales and…
By: Tim Bashista in  Internet and Businesses Online  >  Internet Marketing   Aug 16, 2012  
  Likes: 4

Which Marketing Strategy is Right for Your Business?
There are many marketing strategies you can employ for your business, but not all of them are created equal. Different strategies can be leveraged in order to achieve different objectives for your business. In many cases, it makes sense to implement multiple marketing strategies in parallel in order to achieve…
By: Dan McDaniel in  Internet and Businesses Online  >  Internet Marketing   Jun 01, 2011  
  Likes: 0

Credible Witness Of A Credible Web - site
Have you ever followed a successful web-page from beginning to end? This type of business building education is the best for any one who is planning to start a business. Maintaining close track of others success will teach us all about what to do, what strategies work and which ones…
  Likes: 1

Article Views: 3045    Report this Article