Just a couple of years ago you could call any single company and talk to a real person. This is still the case for many companies, specially the bigger and more traditional ones. But as our own personal way of communication, such as talking to friends and family, is changing, why shouldn’t your communication towards your clients follow the same line?
This is what most of all startups are doing, they are cutting off on everything which isn’t truly necessary, and creating new ways of replacing the old things with new awesome, cost-effective and modern alternatives. I would say traditional customer support is today replaced by community management, a role very well known within startups but not so common in regular companies here in Sweden yet. I however believe this is an emerging and fast growing profession, which will very soon be a given role at any company. It’s not only Startups and online business’ having an online community, so do every single brand and product nowadays, especially given the growth of online appearance by branded Facebook pages and corporate Twitter-, Instagram- and Pinterest accounts, not to mention the increased importance of mail support rather than phone support.
So, who am I? I’m Babba Canales, co-founder of Bonocle.com and Community Manager of Uber Stockholm. In this series of posts I will post about community management and share my own leanings and thoughts of a successful community. Being a community manager is the best thing I’ve ever done, let’s highlight this awesome role and learn more about community management together.