first_img 21SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr What tools do credit unions use to manage social media? It is important that any tool you choose enables you to find and engage with the customers and conversations that matter most to your business. Obviously, I think Sprout Social is a great choice. But as you evaluate tools, you’ll want to look for the core features your team needs. These can include publishing, engagement and analytics, and a user-friendly platform that allows your team to quickly get up to speed. A tool with fantastic mobile apps is also imperative as so much of social management happens on the go.How can credit unions keep up with mentions or member complaints? Delivering the best possible member service should be a priority for credit unions. To extend that experience from in-person to online, it is best to start with powerful and effective social listening. Social listening includes tracking brand mentions across social platforms (for example, keywords, branded hashtags, and mentions of your CU’s name that don’t include your handle). It also enables your team to engage with customers, respond to complaints, and address both positive and negative messages.How do credit unions measure success?Like any business, each credit union should have its own strategic goals and key performance indicators on social media. For teams that primarily use social media to provide customer support, these KPIs might include their response rate and speed of issue resolution. Another common objective is raising brand awareness, in which case the metrics that matter might include impressions, follower growth, website referrals and brand mentions. continue reading »last_img read more