Community Management & Customer Services

COMMUNITY MANAGEMENT

& CUSTOMER SERVICE

Getting a following is just the beginning.
Keeping your following engaged, now that’s the real trick!

COMMUNITY MANAGEMENT

& CUSTOMER SERVICE

Getting a following is just the beginning.
Getting your following converting, now that’s the real trick!

COMMUNITY

MANAGEMENT

& CUSTOMER SERVICE

Getting a following is just the beginning.
Getting your following converting, now that’s the real trick!

What we do

Community management and customer services

Community is key to a successful brand. It’s how you create a foundation of loyal customers who become advocates for your brand – if done right. There’s 65 million Facebook business pages, so it’s important you place attention and resources into it to have an edge over others. We love a two-sided conversation, because not only does it give your brand a voice, it engages and pulls the customer further into their journey with you. So if you want people to remember you – or convert to a customer – then you need community management (CM) to give them direct access to do just that.

On the other hand, there’s customer service (CS). The team offers an ‘in-store’-esque experience through your brand’s website and social channels. The idea being that customers have access to your brand at their fingertips with first-class service – all in real-time. Whether it’s a general enquiry, a complaint or even a tech issue, customers feel valued when you’re able to solve their problem online.

The whole kit and caboodle

It’s an all-included experience when it comes to CM, CS and No Standing. We’ve got it all covered to make sure your customers feel included, heard and appreciated. Here’s a list of services we offer:

Community management and a customer service strategy

Development of CRM documents using the brand’s tone of voice to communicate to customers, fans and followers.

Continuous building out of the CRM documents.

Frequent communication with you to ensure we’re an extension of your brand and are communicating the correct information in a timely manner.

Set up and maintenance of Messenger/Live chat bot.

Reporting – frequently asked questions and concerns as well as sharing information on learning and opportunities for the following month.

The whole kit and caboodle

It’s an all-included experience when it comes to CM, CS and No Standing. We’ve got it all covered to make sure your customers feel included, heard and appreciated. Here’s a list of services we offer:

Community management and a customer service strategy

Continuous building out of the CRM documents.

Set up and maintenance of Messenger/Live chat bot.

Development of CRM documents using the brand’s tone of voice to communicate to customers, fans and followers.

Frequent communication with you to ensure we’re an extension of your brand and are communicating the correct information in a timely manner.

Reporting – frequently asked questions and concerns as well as sharing information on learning and opportunities for the following month.

INNERSER1

When to CM

We believe that every brand with an online presence should have a solid CM and CS service, because it’s getting to the point where they nearly expect it. Long gone are the days where customers are fine with calling up and being put on hold. They want the convenience of being able to chat to support within a few clicks from their phone. The benefit for them is being able to multitask, so they can get an answer while doing things like working or waiting to pick up their kids or even while ordering brunch on a Sunday. Online shopping is more popular than ever before, which is why brands need to invest in community management and customer service.

When to CM

We believe that every brand with an online presence should have a solid CM and CS service, because it’s getting to the point where they nearly expect it. Long gone are the days where customers are fine with calling up and being put on hold. They want the convenience of being able to chat to support within a few clicks from their phone. The benefit for them is being able to multitask, so they can get an answer while doing things like working or waiting to pick up their kids or even while ordering brunch on a Sunday. Online shopping is more popular than ever before, which is why brands need to invest in community management and customer service.

Operation: stoked customer

We operate a certain way when it comes to CM and CS, so that we deliver on everything time after time. It’s all about a positive experience for people engaging with your brand. Our formula, or process, is made to succeed – here’s how we go about it:

We’ll build a robust CRM strategy and take you through it.

When the strategy is locked down, the CRM team will build out all CRM documents like FAQs, audience building and community management responses for your approval.

Following on, we engage our creative team to produce effective and beautiful work that aims to get action from users.

After that, the CRM team sets up a channel to liaise with you to assist with responses if required. Responses given will be added to the FAQs to ensure it’s consistently built out and better equip the CRM team to take on the brand’s tone of voice. We’ll make sure we’re equipped with the same amount of knowledge on your product or service as your own team members, so we answer any enquiries accurately.

We’ll consistently refresh strategy based on customer feedback to ensure prompt responses and a high level of customer satisfaction.

After that we’ll create a full campaign hierarchy and structure to ensure smooth, long term analysis and ease of use.

And the last step involves reviewing, optimising and testing the new ad creative, audiences and keywords to hit (and smash) your objective/s.

Let’s Collaborate

Speak our team
to discuss your
new project

Reach out, sit down and let’s chat over a cup of joe – No Standing is here about anything you need to take your brand to the next level.

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