Social Media and Community Management

Rad Power Bikes, 2020 to 2022

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Background

 

As a Community Engagement Specialist at Rad Power Bikes, I moderate comment sections for owned social channels and respond and engage with consumers as much as possible. I also manage and escalate customer issues on social channels and online review platforms. Additionally, I use Sprout Social to track and report on sentiment for both paid and organic posts while conducting social listening and competitor analysis.

2021 Data and Analytics

 

  • In 2021, Rad Power Bikes received 23,099 reviews across the following platforms: Google (409), Facebook (134), Better Business Bureau (24), Site reviews (21,737) and Yelp (228). Of those, 11,281 received responses. Nearly 40% of our site visitors engage with reviews before completing a purchase, so brand presence across these platforms can help provide context for site visitors and further resolution and a better customer experience for reviewers.

  • From May 2021 to December 2021, we received 30,830 messages into our social moderation platform, Sprout Social. This includes comments, wall posts, and DMs from Twitter, Instagram, Facebook, and LinkedIn. Of those, we had 21,042 actioned messages in that time period. Actioned messages are messages received through Sprout during the reporting period with an inbox action applied. Actions include replies, likes, and tags. This is an Action Rate of 68.3% over the reporting period.

 
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