“Swat.io Gives us Control of Social Media Management”

VERBUND uses Swat.io to simplify its social media marketing processes. Content creation brings together numerous strands of activity. Colleagues from other departments and companies can add posts to the editorial calendar themselves. The social media team optimizes content planning and creation to ensure a consistent editorial schedule. The “assign” function is particularly helpful because it ensures clear definition of responsibilities. And it offers the kind of transparency you don’t get coordinating via email.

The ticket overview makes community management processes simpler. New comments and messages are stored centrally so the team doesn’t have to check every platform individually. And when they get more in-depth questions or policy criticism, forwarding them to the right colleague is easy. Support tickets are assigned to the customer service team with a single click. So when the content team gets a question about an electricity bill, say, they can easily get it to the right people. And when crisis management is called for, the customer service team can contact their colleagues in social media to de-escalate the situation. In short, it’s always clear who’s responsible for a ticket, meaning nothing gets lost.