Majority of well known consumer brands are inundated with questions/requests/comments/feedback/criticisms on social media so much so that most companies are not even sure of how to deal with this flurry of activity on their social media pages. For these kind of brands, it might be beneficial to explore outsourcing social media community management to maximise optimum use of internal resources and minimize a social media crisis arising due to lack of knowledge/skills in successfully managing the social media channels.
One of our social media projects this past year involved assisting with the community management on Pringles South Africa Facebook page - whilst Pringles is a well-known FMCG brand, it is also a brand consumers like to vent about (occasionally). The trick here is converting a negative comment into something positive or at least humorous - we have managed to achieve this on a number of occasions.
Case-in-point one of our favourite examples of effective community management - taking an angry customer from 'That's BS' to 'I love you Pringles' thanks to an entertaining community management comment.