Financial institutions face two major challenges on social media which affect the way they communicate and organise internally: the first is managing their customer relations and the second is managing their community.
Managing Customer relations
Today, 32% of consumers use social media to complain about products or services and get in touch with customer services, and about 55% of consumers expect a reply from banks to the comments that they post.
This means that, as a bank or financial institution, you must be able to access and respond to messages quickly and efficiently. The Tigerlily App can help you achieve these goals.
Collaborate between departments
The objective here is to enable a quick and simple flow of information between your marketing department and all the other relevant departments (customer service, communications, HR, PR…).
From the Tigerlily app, you can create user groups and define specific rights within these groups (access to social accounts, permission levels). This way, you can contact the customer service department rapidly so that it can respond to complaints, for instance.
Anticipate increases in workflow
The app calculates the moments during which you receive most messages to help you mobilise your teams in advance.
Receive centralised notifications for all incoming messages
The App provides a notification system informing you of all incoming messages or mentions of your firm on your social media channels.
Distribute the work load
Incoming messages can be filtered with keywords that automatically redirect them to the concerned people in the form of an alert. This automatisation enables you to split the flow of messages and deal with it more rapidly.
Managing your community
70% of consumers expect banks to publish saving tips on social media. To enlarge their community and increase their chances of converting their community into clientèle, financial institutions must create and publish contents that are susceptible to interest their consumers and prospects.
It is therefore indispensable to have good knowledge of the formats and contents that interest your community most in order to adapt the contents you share to your community.
Optimise the format and publication times of your contents
The Tigerlily app analyses the performance of your posts and shows you the themes and formats that have most success within your community and the best times to publish them. You will know, for instance, that to increase fan engagement on Facebook, the two themes that are most likely to help you achieve that are savings and new products, and that publishing images in the morning is the most successful format.