The right crisis management tool also helps with:
Posted: Wed Jan 22, 2025 5:00 am
Certain social media analytics like performance analysis armenia b2b leads and audience insights can track engagement around crisis messaging. Using metrics like reach, clicks and views, it’s easier to spot which posts and platforms worked best to get information out to your audience.
Analyzing brand sentiment. With sentiment analysis, you can automatically monitor if the sentiment expressed towards your brand is positive, negative or neutral. Set alerts based on keywords or for a particular crisis so you never miss a post.
Managing customer messages. Your social networks and customer care inbox will be inundated with customer messages during a crisis. Tools like Sprout’s Smart Inbox enables your crisis team to respond across multiple platforms and escalate important messages. The Collision Detection tool even stops one person working on a response to improve efficiency.
For common questions, your crisis team can also configure a simple Sprout chatbot to save time. While it’s not a replacement for human empathy during a crisis, it takes care of simple questions so your team can work on more pressing issues.
Example configuration of a Sprout Social chatbot where you can build the flow based on the responses you want
A crisis management plan can save your brand from disaster
Crises can be overwhelming without a strategy, and the scenarios we discussed in this guide are very real possibilities.
A crisis management strategy allows your company to take control of any crisis the moment it hits. Crisis team leaders will have a blueprint on how to handle different situations so employees stay on the same page with communication and messaging. This pre-planning ensures every press release, social media post and email to customers follows your management strategy.
You can also use crisis management tools to store pre-made templates and plans to help your team respond quickly to any crisis to protect your brand reputation. Start tracking customer sentiment and streamlining communication during a crisis with a free 30-day trial of Sprout Social.
Analyzing brand sentiment. With sentiment analysis, you can automatically monitor if the sentiment expressed towards your brand is positive, negative or neutral. Set alerts based on keywords or for a particular crisis so you never miss a post.
Managing customer messages. Your social networks and customer care inbox will be inundated with customer messages during a crisis. Tools like Sprout’s Smart Inbox enables your crisis team to respond across multiple platforms and escalate important messages. The Collision Detection tool even stops one person working on a response to improve efficiency.
For common questions, your crisis team can also configure a simple Sprout chatbot to save time. While it’s not a replacement for human empathy during a crisis, it takes care of simple questions so your team can work on more pressing issues.
Example configuration of a Sprout Social chatbot where you can build the flow based on the responses you want
A crisis management plan can save your brand from disaster
Crises can be overwhelming without a strategy, and the scenarios we discussed in this guide are very real possibilities.
A crisis management strategy allows your company to take control of any crisis the moment it hits. Crisis team leaders will have a blueprint on how to handle different situations so employees stay on the same page with communication and messaging. This pre-planning ensures every press release, social media post and email to customers follows your management strategy.
You can also use crisis management tools to store pre-made templates and plans to help your team respond quickly to any crisis to protect your brand reputation. Start tracking customer sentiment and streamlining communication during a crisis with a free 30-day trial of Sprout Social.