What approach is effective for managing cases that originate from social media queries?

Utilizing keyword filters in Social Studio is an effective approach for managing cases that originate from social media queries because it allows organizations to monitor and respond to conversations and inquiries relevant to their brand in real time. By setting up keywords related to their products, services, or specific issues, companies can automatically capture and prioritize mentions or queries that occur across various social media platforms.

This method enables a proactive stance in customer service by allowing teams to quickly identify and engage with customers who may need assistance. It helps streamline the workflow for case management, ensuring that relevant queries do not go unnoticed and can be addressed promptly, which can enhance customer satisfaction and loyalty.

Creating email templates is less effective in this context because social media communication typically requires immediate and personalized interactions rather than predefined responses. Conducting yearly appraisals does not directly impact the management of social media inquiries as it focuses more on employee performance evaluation than on customer engagement. Hiring more social media staff could potentially help, but it does not inherently provide the same level of efficient and proactive case management that keyword filters offer in automating and prioritizing customer interactions.