Half the time it feels like my job has become customer support instead of community management. Suggestions on how to bring this up to my boss?

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Show them how important it is to generate a community, there are many figures that can help you show the difference, serving customers is important but for that, there are other people, yours is to grow the brand.

First of all, your boss has to understand that the networks are not customer service sites, the networks are designed to promote an idea or a brand, when he understands that, he will understand that your job is to help the company grow.

It is a somewhat negative constant that many bosses do not know what the networks should be used for, that is if they can be used to provide customer service but at the same time should allow the community to grow intellectually, if you spend a lot of time responding to customers about customer service things you need to have a person working with you who takes care of that part of the job.

We are community managers, which means that we make communities move in one direction, in this case in favor of a brand, which is the best way to explain that to your boss.

I have seen how many companies have lost the community by directly responding to customer needs, that is, if you have a call center for customer service, they will not resort to it because they can ask for the company's profile, but at the same time that it makes the customer see the brand in a different way.

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