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When Your DMs Become a Disaster: How to Prevent a Social Media Meltdown
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What do your DMs look like when your team is offline?
In this week’s CX Hot Take, I’m breaking down what I call the fireworks moment: When your inbox explodes, your mentions go wild, and you’re left scrambling during a holiday or weekend. Sound familiar?
I’m sharing a real story from Jill Sammons at BCU and unpacking the most common social care gap I see: coverage fails during nights, weekends, and holidays. Plus, I walk you through a quick audit you can do right now to check if your brand is at risk.
You’ll learn:
- Why reactive social care creates brand risk
- The exact mini-framework we use at B Squared to keep brands covered 18/7
- A 10-minute audit to expose your coverage cracks
- How to avoid turning one rogue DM into a full-blown crisis
And if you’re thinking “we really need help with this”... you do. And we’ve got you.
Mentioned In This Episode:
🎯 Check out my LinkedIn Learning course: Mastering Social Media Customer Care
📣 Or skip the overwhelm and hire us to manage your social care the right way. Learn more at bsquared.media or reach out directly.
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