KLM takes ‘social customer service’ to a new level during its #HappyToHelp week /rohKVCBTA1īut these one-shot initiatives were costly to implement and often difficult to pull off, since the involved teams were not used to the exercise. The next step was the advent of “social rooms”, also called “social media war rooms”, created by giant brands such as Coca-Cola or the Dutch airline KLM to handle the social element of campaigns (such as the famous #HappyToHelp week) or specific events (e.g. As early as 2010, visionary companies such as Dell or Cisco started feeding social data into their customer service centers. The concept of a social data center, or social room has greatly evolved over the last few years. The evolution of the command center: from the social war room to year-round monitoring

Almost everyone stops by regularly to look at it and take some information to their own teams.” It’s made a huge difference in the way data is shared with different teams. “We run our command center in the office, which is a magnet for people all over the company. Showcase your results: A command center will give visibility to your digital efforts, as well as to the way your brand is perceived on social and beyond. Take more informed decisions: a command center will take the guesswork out of your decision making by presenting you with real-time data insights to optimize your strategy.įacilitate access to data: with a command center, data is no longer something that is inaccessible and hard to comprehend - it is presented through well-chosen visualizations to maximize impact and information availability. Setting up a command center is an investment in time and resources, but here are a few reasons you should consider one for your brand as opposed to simple social media monitoring:īreak down the data silos: a command center will promote collaboration within your team as well as with other departments, and will change the way data is shared within your company. It is usually composed of several screens displaying data visualizations from different sources. The best social media war rooms examples What is a social media command center?Ī social media command center is a specific space where employees from different departments can visually monitor their brand, engage with customers and extract business insights year-round. 7 ways a social media command center will empower your brandĥ. The evolution of the command center: from the social war room to year-round monitoringĤ.

Command center monitor