Within your BaaS platform, we continuously continue development based on user feedback and situations we encounter in practice. In doing so, we noticed that responses to social campaigns often become scattered across various platforms and workflows.
Especially for campaigns related to disruptions, roadworks, or events, responses come in quickly. Questions, frustrations, and comments need to be followed up, but in practice, this often means switching between different advertising platforms, separate inboxes, and internal coordination between colleagues.
The new community management module arose from that need.
One central environment for community management
With the community management module, responses to social advertisements can be centrally viewed, followed up, and answered within your BaaS platform.
Instead of managing responses spread across multiple platforms, a single central work environment is created where responses converge. Users can filter responses based on campaign, platform, status, assigned user, and sentiment, among other criteria.
This makes it easier to maintain an overview during live campaigns with many responses.
Respond faster and collaborate better
In addition to overview, community management is primarily about follow-up.
Users can answer responses directly from your BaaS platform, without having to switch to separate platforms such as Meta first. Additionally, responses can be assigned to colleagues and provided with a status, so that it remains clear which responses are still open and who is responsible for following up.
This makes collaboration regarding webcare and stakeholder communication much clearer, especially when multiple people are involved in the same campaign.
AI support for responses
Not every response requires the same answer. Some responses contain practical questions, while others concern frustration or the perception of nuisance.
Therefore, your BaaS platform can also display AI-generated response suggestions that can be used as a basis for a response. Users retain control over the final communication but do not have to build every response entirely from scratch.
This ensures that responses can be followed up more quickly without communication becoming impersonal.
Gain more control over the conversation surrounding campaigns
In some situations, community management also requires moderation. Therefore, if necessary, meta comments can be hidden directly from your BaaS platform when conversations escalate or do not remain constructive.
This provides not only a better grasp of individual reactions, but also of the broader conversation surrounding a campaign.
For example, a user can open the response overview of a live campaign, filter for new negative responses, assign a response to a colleague, and then use an AI response suggestion as the basis for the answer. The response is then sent directly from the same environment.
In this way, a single central workflow for community management around campaigns is created, without users having to constantly switch between different systems or platforms.
