Community management

Definition

Community management is the practice of developing a brand’s online community, managing the engagement and activity with its audience to create a network in which they can connect and share. A brand’s “community” consists of customers, target audience and all the people who interact with the brand online.

Community management also ensures consistency in brand voice and fosters a sense of community around the brand. Community managers actively participate in discussions and moderate user-generated content on social media.

As it relates to customer experience, how you respond and engage with your audience is a crucial part of the customer journey.

Sitel’s digital customer experience expertise leverages social channels to bring a new dimension to customer support. And it all starts with listening to what your customers are saying and turning that data into actionable insights. In addition to growing your online community, community management is another way to humanize your brand by engaging and interacting with your customers regularly.