How To Use Social Media Networks For SME Success In Singapore

Social media networks have become a crucial marketing tool for Singapore SMEs, offering powerful ways to connect with customers, boost brand visibility, and drive sales. With platforms like Instagram, LinkedIn, and TikTok catering to different audiences and industries, businesses can tailor their approach for maximum impact.

Whether through influencer collaborations, targeted advertising, or community engagement, the right strategy can deliver significant results. This guide explores the best platforms for SMEs, their key features, and how to leverage them effectively for business growth.

Key Takeaways

• Singapore SMEs can maximise their marketing efforts by leveraging different social media networks based on their target audience and business goals, with Instagram and TikTok excelling in consumer engagement, LinkedIn driving B2B connections, and WhatsApp and Telegram enhancing direct customer communication.
• Strategic use of platform-specific features, such as Instagram Shopping, TikTok Shop, LinkedIn Ads, and YouTube monetisation, allows businesses to boost brand awareness, generate leads, and drive sales efficiently.
• Combining organic engagement with paid advertising, influencer partnerships, and community-building tactics ensures a well-rounded social media strategy that enhances visibility, strengthens customer relationships, and improves return on investment.

Social Media Networks in Singapore

Image Credit: Meltwater

Social media has become an indispensable tool for Singapore’s SMEs, offering a cost-effective way to reach, engage, and convert customers. With the country’s high internet penetration rate at 96% as of 2024 and a digitally savvy population used to mobile devices and mobile apps, platforms like Facebook, Instagram, LinkedIn, and TikTok have become vital for brand visibility, customer engagement, and sales generation.

For SMEs, selecting the right social media network is crucial. Each platform serves a different purpose—Facebook is ideal for community building and targeted ads, Instagram thrives on visual storytelling, LinkedIn is key for B2B networking, and TikTok excels in viral marketing.

Business owners must align their choice with their target audience, content style, and marketing budget. For example, WhatsApp Business and Telegram are gaining traction among SMEs for direct customer communication and e-commerce integration.

Singaporeans spend an average of 2 hours and 14 minutes daily on social media, with Facebook (72.7% penetration), Instagram (60.3%), and TikTok (52.5%) ranking among the most-used platforms. Notably, younger demographics favour TikTok and Instagram, while LinkedIn remains essential for corporate and professional networking.

With social media platforms constantly evolving, Singaporean SMEs must stay agile, leveraging data-driven strategies to maximise reach and engagement. Whether through paid advertising, influencer collaborations, or organic content, an effective social media presence can significantly boost brand growth and customer loyalty.

Key Factors for Choosing a Social Media Network in Singapore

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Selecting the right social media platform is essential for Singaporean SMEs looking to maximise their digital marketing efforts. The choice depends on several key factors, including audience demographics, content format suitability, advertising costs, engagement potential, and e-commerce capabilities.

Audience Demographics

Different platforms attract varying demographics. Facebook remains widely used across age groups, making it suitable for businesses targeting a broad audience. Instagram and TikTok are particularly popular among younger consumers, with TikTok’s user base dominated by Gen Z and Millennials.

Meanwhile, LinkedIn is best for B2B marketing, targeting professionals and decision-makers. Understanding these demographics helps SMEs tailor their messaging effectively.

Content Format Suitability

Content formats vary across platforms. Instagram and TikTok prioritise visual content, making them ideal for lifestyle brands, fashion, and F&B businesses. Facebook and LinkedIn support a mix of text, images, and video, suitable for informative and professional content. In Singapore’s social media landscape, YouTube is a must for long-form video marketing, while WhatsApp and Telegram facilitate direct messaging and customer engagement.

Advertising Effectiveness and Costs

SMEs must consider ad performance and costs. Facebook and Instagram Ads offer strong targeting capabilities but can be competitive in pricing. TikTok Ads provide high engagement at a relatively lower cost, particularly for viral campaigns. LinkedIn Ads are more expensive but highly effective for B2B lead generation.

Engagement Potential

Organic reach has declined on platforms like Facebook and Instagram, pushing businesses towards paid promotions. In contrast, TikTok and LinkedIn still offer strong organic engagement, particularly for viral content and thought leadership.

E-commerce and Lead Generation Features

Platforms like Instagram Shop, Facebook Marketplace, and TikTok Shop allow SMEs to sell directly. LinkedIn Lead Gen Forms and WhatsApp Business also enable seamless customer conversions. Choosing a platform with built-in sales tools can significantly boost business growth.

Top Social Media Platforms for Singapore SMEs

In Singapore’s highly digitalised market, choosing the right social media platform is crucial for SMEs looking to enhance brand visibility, engage customers, and drive sales. Each platform offers unique advantages, catering to different business models, target audiences, and marketing objectives.

Facebook

Facebook remains a powerful tool for Singaporean SMEs, offering unmatched advertising capabilities, extensive audience reach, and valuable e-commerce features. Despite a decline in organic reach, businesses that invest in strategic content, community engagement, and paid advertising can see significant returns.

By leveraging Facebook’s diverse tools—from Marketplace and Messenger to highly targeted ad campaigns—SMEs can enhance brand awareness, drive conversions, and foster lasting customer relationships.

User Base and Demographics in Singapore	Facebook remains one of the most widely used social media sites in Singapore, with an estimated 4.36 million users as of 2024, covering approximately 72.7% of the population. While its popularity among younger social media users has slightly declined in favour of platforms like Instagram and TikTok, Facebook continues to be a dominant force among Millennials, Gen X, and older audiences.  Businesses targeting a broad consumer base, parents, professionals, and local communities will find Facebook a valuable platform. Singaporeans use Facebook not just for social interaction but also for shopping, news consumption, and brand engagement.  With the platform’s advanced targeting capabilities and robust ad infrastructure, it is a powerful tool for SMEs to increase brand visibility, drive traffic, and generate leads.
Best For	Local businesses looking to build brand awareness within a specific geographical area. E-commerce brands utilising Facebook Shops and Marketplace. B2C companies selling consumer goods, lifestyle products, and services. Event-based marketing, as Facebook Events help businesses promote and track attendance.
Key Features for SMEs	Facebook Pages – Business Facebook pages are the foundation for Singapore brands to establish an online presence, engage with followers, and share updates. Facebook Groups – Excellent for fostering brand communities, customer discussions, and niche audience engagement. Facebook Messenger – Facilitates direct customer communication, chatbot automation, and customer service. Facebook Marketplace – Allows SMEs to list and sell products, particularly useful for local commerce. Facebook Ads Manager – A comprehensive platform for running targeted ad campaigns with measurable ROI.
Advertising Insights: Cost-Per-Click (CPC), Reach and Engagement Facebook Ads are among the most effective paid marketing channels for SMEs, thanks to their detailed audience targeting options, which include age, location, interests, and online behaviour.	Cost-Per-Click (CPC): The average CPC for Facebook Ads in Singapore ranges between SGD 0.50 – SGD 2.50, depending on factors like industry, competition, and ad quality. Engagement Rate: Organic engagement on Facebook has declined over the years due to algorithm changes, but strategic content—such as video posts, live streams, and interactive polls—can still drive significant engagement. Reach: SMEs can optimise their reach by using lookalike audiences, retargeting, and interest-based targeting. Ad Formats: Facebook offers a variety of ad formats, including carousel ads, video ads, lead generation ads, and dynamic product ads, catering to different business needs.

Success Stories: Singaporean SMEs Leveraging Facebook

1. The Soup Spoon – The popular local F&B chain uses Facebook to engage with customers through promotions, new product launches, and interactive polls. Their Facebook Live cooking sessions help strengthen brand loyalty while driving online and in-store sales.
2. Love, Bonito – This homegrown fashion brand maximises Facebook Shops and Instagram integration to sell directly to customers. Through targeted advertising and retargeting campaigns, they maintain a high conversion rate and strong brand recall.
3. HipVan – This Singaporean online furniture retailer leverages Facebook Ads and Messenger automation to handle customer enquiries efficiently, improving both lead generation and customer experience. Their retargeting ads have significantly boosted cart recovery rates.
4. 24/7 Fitness Singapore – This local gym chain effectively uses Facebook Events and targeted promotions to attract sign-ups for their fitness programmes, offering discounts to users engaging with their posts.

Instagram

Instagram is an indispensable platform for Singaporean SMEs, especially for brands that rely on visual storytelling and influencer marketing. With its highly engaging features, e-commerce integrations, and strong ad performance, SMEs can effectively use Instagram to market their business, particularly in enhancing brand awareness, increasing conversions, and building a loyal customer base.

User Base and Demographics in Singapore	Instagram is one of the most popular social media sites in Singapore, particularly among Millennials and Gen Z users.  As of 2024, the platform has an estimated 3.9 million users, covering approximately 60.3% of the population.  While younger audiences dominate the space, Instagram is also widely used by professionals and working adults, making it an essential marketing tool for businesses targeting a trendy, visually driven consumer base. Singaporean social media users spend a significant amount of time engaging with brands on Instagram, browsing products, following influencers, and interacting with Stories and Reels.  It’s a particularly effective platform for SMEs in industries such as fashion, beauty, F&B, fitness, travel, and home décor, where aesthetics and lifestyle branding play a crucial role.
Best For	Fashion and beauty brands – Strong visual appeal makes it perfect for showcasing products through Reels, Stories, and influencer collaborations. F&B businesses – High engagement with food photography, behind-the-scenes content, and user-generated content. Lifestyle brands – Fitness, wellness, and travel businesses benefit from Instagram’s aspirational content format. E-commerce SMEs – Instagram Shopping enables direct product tagging and seamless in-app purchasing.
Key Features for SMEs	Instagram Stories – Temporary content that allows brands to share updates, promotions, and interactive polls. Reels – Short-form videos with high organic reach potential, ideal for product demonstrations and viral content. Instagram Shopping – Enables businesses to tag products in posts and Stories, allowing social media users to make direct purchases. Influencer Marketing – A highly effective strategy in Singapore, where micro-influencers help SMEs reach niche audiences.
Advertising Insights: Ad Placements, Instagram Shopping ROI and Influencer Partnerships Instagram advertising is highly effective for SMEs due to its engaging visual format and precise targeting options.	Ad Placements: Instagram ads appear in Feeds, Stories, Explore, and Reels, with Reels and Story ads often generating the highest engagement. Instagram Shopping ROI: Businesses using Shoppable Posts report higher conversion rates, as consumers can purchase directly through the app. Influencer Partnerships: Partnering with micro-influencers (5K–50K followers) in Singapore often yields higher engagement than macro-influencers due to stronger audience trust and authenticity. Cost-Per-Click (CPC): The average cost-per-click (CPC) for Instagram ads in Singapore ranges between SGD 0.80 – SGD 3.00, depending on the industry and competition. SMEs can maximise ROI by combining organic engagement with targeted paid campaigns.

Success Stories: How Singaporean SMEs Use Instagram for Brand Awareness and Conversions

1. The Daily Cut (F&B) – This healthy food brand uses Instagram Stories and influencer collaborations to promote new menu items, attracting health-conscious consumers.
2. SUI (Sustainable Fashion Brand) – Leverages Reels and Instagram Shopping to showcase eco-friendly designs, resulting in higher engagement and direct sales.
3. Naiise (Home and Lifestyle Retailer) – Uses Instagram Live for product launches and behind-the-scenes content, strengthening customer engagement.
4. Boxgreen (Healthy Snacks Brand) – Employs targeted Instagram ads and user-generated content to build brand trust and drive online purchases.

LinkedIn

LinkedIn is a powerful platform for Singaporean SMEs in the B2B and professional services space. While ad costs are higher than other social networks, the potential for securing high-value leads and corporate clients makes it a worthwhile investment. By leveraging LinkedIn Ads, SSI insights, and thought leadership content, SMEs can establish credibility, build a strong brand presence, and generate quality business leads.

User Base and Demographics in Singapore	LinkedIn is the leading platform for B2B marketing, corporate networking, and professional branding in Singapore.  As of 2024, Singapore has over 4.2 million LinkedIn users, but note that the figure counts the total registered members, not necessarily the number of monthly active users. The platform is particularly popular among professionals, decision-makers, and business leaders, making it an ideal space for SMEs in B2B industries, professional services, and high-value consulting. LinkedIn’s audience in Singapore consists largely of working professionals, entrepreneurs, and executives from industries such as finance, technology, marketing, and management consulting.  Unlike other social media platforms, LinkedIn users engage with industry insights, thought leadership, and professional networking opportunities, making it a high-impact platform for SMEs looking to establish credibility and generate leads.
Best For	B2B companies – Ideal for businesses offering corporate services, SaaS solutions, and enterprise products. Professional services – Law firms, financial advisors, HR consultants, and marketing agencies benefit from LinkedIn’s professional audience. High-value consulting – SMEs offering executive coaching, business consultancy, and corporate training can attract key decision-makers. Corporate branding – Businesses looking to build employer branding and attract talent.
Key Features for SMEs	LinkedIn Ads – A powerful tool for targeted advertising, particularly for lead generation and B2B marketing. LinkedIn Social Selling Index (SSI) – A metric that helps businesses assess their effectiveness in social selling, influencing their credibility and outreach. Organic Content Engagement – SMEs can boost their visibility through thought leadership posts, industry insights, and employee advocacy.
Advertising Insights: LinkedIn Ad Costs vs Return and Lead Gen Success LinkedIn’s advertising model differs from platforms like Facebook and Instagram, as it is designed for high-value, professional audiences.	Ad Costs: The average cost-per-click (CPC) on LinkedIn is between SGD 5 – SGD 12, significantly higher than other platforms. However, the return on investment (ROI) is stronger for businesses targeting high-value leads, especially decision-makers and industry professionals, making LinkedIn a valuable investment for SMEs looking to secure corporate clients and drive business growth. Lead Generation Success: LinkedIn Lead Gen Forms have a conversion rate of 13% on average, outperforming traditional landing pages. SMEs can use these forms to capture qualified leads directly within the platform. Ad Formats: Options include Sponsored Content, Message Ads, Text Ads, and Dynamic Ads, allowing businesses to customise campaigns based on their objectives.

Success Stories: SMEs and Personal Branding on LinkedIn

1. The Financial Coconut (Finance Content and Advisory) – This Singapore-based financial platform leverages organic content marketing and LinkedIn videos to establish thought leadership, resulting in increased consulting inquiries.
2. PeopleMentality Inc. (HR Consultancy) – Uses LinkedIn Articles and SSI-driven engagement to attract corporate clients looking for HR transformation solutions.
3. Ninja Van (Logistics) – Focuses on LinkedIn Ads and case studies to showcase their B2B delivery solutions, driving significant lead generation.
4. Chris Do (Personal Branding and Creative Consultancy) – A global example, but widely followed in Singapore, showing how thought leadership on LinkedIn can drive business growth for SMEs in consultancy and professional services.

TikTok

TikTok is an important platform for SMEs looking to connect with younger audiences. Its organic reach, viral potential, and e-commerce features make it a cost-effective marketing tool, particularly for F&B, retail, and entertainment brands. By leveraging trending content, influencer partnerships, and TikTok Shop, SMEs can gain significant exposure and drive sales without heavy ad spending.

User Base and Demographics in Singapore	TikTok has rapidly become one of Singapore’s most influential social media platforms, particularly among Gen Z and Millennials.  As of 2024, there are over 3.38 million TikTok users in Singapore. The platform’s popularity is driven by its engaging, bite-sized video content, which encourages high levels of interaction and discoverability. Unlike traditional social media platforms, TikTok’s algorithm prioritises content relevance over follower count, meaning SMEs have a strong opportunity to go viral even with a small audience.  TikTok marketing is an attractive strategy for brands looking to build awareness quickly and organically.
Best For	Gen Z and Millennial-focused brands – Ideal for businesses targeting younger consumers. Entertainment and lifestyle brands – Music, gaming, and leisure-focused businesses thrive on TikTok’s fast-paced content style. F&B businesses – Short, engaging food preparation clips and reviews perform exceptionally well. Retail and e-commerce – TikTok Shop enables seamless in-app shopping, making it a great tool for product-based businesses.
Key Features for SMEs	Short-Form Videos – The foundation of TikTok, allowing businesses to create entertaining, informative, or promotional content in under 60 seconds. TikTok Shop – A built-in e-commerce feature enabling brands to tag and sell products directly within the app. Viral Potential – TikTok’s algorithm rewards engaging content, making it easier for SMEs to gain exposure without a large ad budget.
Advertising Insights: TikTok Ads vs Organic Reach and Influencer Partnerships TikTok offers a unique balance between organic virality and paid advertising. Unlike Facebook and Instagram, TikTok’s organic reach is still strong, meaning businesses can grow their audience with minimal ad spend if they create engaging content.	TikTok Ads: Paid options include In-Feed Ads, Branded Hashtag Challenges, and Spark Ads (boosting existing organic posts). The cost-per-click (CPC) ranges from SGD 0.20 – SGD 1.50, generally lower than Facebook. Organic Reach: SMEs can gain traction quickly if they use trending sounds, challenges, and engaging hooks to keep viewers watching. Influencer Partnerships: Collaborating with local micro-influencers (10K–50K followers) is a cost-effective way to increase visibility and credibility.

Success Stories: Local Brands Gaining Traction Through TikTok

1. The Editor’s Market (Retail) – Uses TikTok Shop and influencer collaborations to drive e-commerce sales and boost brand awareness.
2. OATSIDE (Beverage Brand) – Leveraged relatable, humorous content as a strong brand strategy to connect with Gen Z consumers.
3. Nasty Cookie (F&B) – Regularly posts behind-the-scenes baking videos and customer reactions, generating high engagement and footfall.

WhatsApp and Telegram

WhatsApp and Telegram are effective tools for SMEs looking to enhance customer relationships, build communities, and drive direct sales. With high engagement rates, automation features, and personalised communication, these platforms offer SMEs an effective, low-cost alternative to traditional social media marketing.

User Base and Demographics in Singapore	WhatsApp and Telegram are two of the most widely used messaging apps in Singapore, particularly for direct communication, customer engagement, and community building. WhatsApp is the dominant platform, with 74.7% of Singapore’s population using it. It is used across all demographics, making it a key tool for businesses wanting to connect with customers of all age groups. In terms of social media usage, Telegram has gained popularity especially among tech-savvy users, younger audiences, and businesses managing large communities. With over 1.5 million users in Singapore, it is widely used for broadcasting information, exclusive deals, and niche community engagement. Both platforms are highly effective for SMEs looking to engage customers in a personalised, direct manner.
Best For	Customer Service – SMEs can provide instant support through WhatsApp Business chatbots and Telegram auto-replies. Community Building – Telegram’s Channels and Groups allow brands to cultivate loyal customer bases. Direct Sales – WhatsApp’s product catalogues and Telegram’s broadcast lists enable businesses to showcase offerings and drive conversions.
Key Features for SMEs	WhatsApp Business – Allows SMEs to create a business profile, set up automated replies, and use product catalogues for seamless shopping experiences. Broadcast Lists and Telegram Channels – Enable businesses to send promotions and updates to thousands of users simultaneously, without requiring individual responses. Telegram Groups – Support up to 200,000 members, making them ideal for community discussions, VIP customer clubs, or niche interest groups.
Advertising Insights: Open Rates and Engagement vs Traditional Social Media WhatsApp and Telegram outperform traditional social media sites in terms of social media engagement and open rates.	Open Rate: WhatsApp messages have an average open rate of 98%, significantly higher than email or Facebook ads. Engagement Rate: Telegram’s engagement rates are higher than Facebook and Instagram, as users actively join groups and channels for updates. Cost-Effectiveness: Compared to social media ads, messaging app marketing is cost-effective, as businesses can nurture leads and drive conversions without ad spend.

Success Stories: SMEs Using Messaging Apps for Marketing & Customer Support

1. Lazada Singapore (E-commerce) – Uses WhatsApp for Business to send order confirmations and offer real-time customer support.
2. Hegen (Baby Products Brand) – Manages a Telegram community for parents, offering exclusive deals and expert advice, strengthening customer loyalty.
3. The Providore (F&B) – Sends weekly WhatsApp broadcasts featuring new menu items, promotions, and limited-time deals, leading to higher footfall.

YouTube

YouTube is a must-have platform for SMEs looking to build authority, educate consumers, and leverage long-form video marketing. With cost-effective advertising, monetisation opportunities, and high audience engagement, it remains a valuable channel for brand storytelling and customer engagement.

User Base and Demographics in Singapore	Based on social media usage statistics alone, YouTube remains one of the most influential social media platforms in Singapore, with over 5.13 million users as of 2024. The platform is widely used across all age groups, with a strong presence among Millennials and Gen Z, making it an ideal channel for businesses targeting a broad audience. YouTube is particularly effective for educational content, long-form storytelling, and brand-building.  Unlike short-form platforms such as TikTok, YouTube allows SMEs to establish credibility, demonstrate expertise, and provide in-depth product insights.
Best For	Educational content – Businesses offering tutorials, product demonstrations, or industry insights. Long-form branding – SMEs looking to build authority through detailed, engaging content. Video-based businesses – Media companies, educators, and service providers who rely on video marketing.
Key Features for SMEs	YouTube Shorts – A short-form video format designed to compete with TikTok and Instagram Reels, offering a way for businesses to capture quick engagement. Monetisation – SMEs can earn from ad revenue, memberships, and Super Chats, making YouTube a dual-purpose digital marketing and revenue-generating tool. Advertising Options – Businesses can run YouTube Ads, including skippable in-stream ads, bumper ads, and display ads, to reach targeted audiences.
Advertising Insights: YouTube Ads vs Other Platforms YouTube’s ad model offers SMEs high visibility and targeting precision.	Cost-effective reach – The cost-per-view (CPV) averages between SGD 0.10 – SGD 0.30, making it a competitive option. Stronger engagement – Video content retains viewer attention longer than static social media ads. Better brand recall – YouTube ads are more effective for brand awareness compared to Facebook and Instagram ads.

Success Stories: SMEs Leveraging YouTube for Thought Leadership

1. The Financial Coconut (Finance and Business) – Uses YouTube to share in-depth financial advice, attracting sponsorships and growing its audience.
2. Grain (F&B Delivery Service) – Leverages YouTube for behind-the-scenes videos and recipe tutorials, strengthening its brand identity.
3. LionsForge (3D Printing SME) – Provides educational content on 3D printing, positioning itself as an industry expert and attracting B2B clients.

Comparison Table: Best Social Media Platforms for Singapore SMEs

Platform	Best For	Key Features	Advertising Costs	Organic Reach	Suitability for SMEs
Facebook	B2C, e-commerce, community building	Marketplace, Ads, Groups	Moderate	Moderate	High
Instagram	Fashion, beauty, lifestyle	Reels, Shopping, Influencer marketing	High	Moderate	High
LinkedIn	B2B, corporate services	LinkedIn Ads, Thought leadership	High	Low	Medium
TikTok	Gen Z or Millennials, viral marketing	Short videos, TikTok Shop	Moderate	High	High
WhatsApp & Telegram	Customer service, direct sales	Broadcast lists, messaging	Low	High	Medium
YouTube	Long-form video content	Shorts, Ad monetisation	High	Moderate	Medium

Start Leveraging Social Media Networks to Maximise Your Online Presence

Image Credit: Sprout Social

In today’s competitive digital marketing landscape, social media networks are essential for Singapore SMEs to build brand awareness, engage customers, and drive sales. From Instagram’s visual storytelling to LinkedIn’s B2B networking and TikTok’s viral reach, each platform offers unique advantages.

By leveraging the right channels and strategies, businesses can maximise their online presence and ROI. However, navigating social media marketing requires expertise. Call us today for help in crafting tailored strategies, optimising ad spend, and achieving measurable growth.

Frequently Asked Questions

How can SMEs measure the success of their social media marketing efforts?

SMEs can track key performance indicators (KPIs) such as engagement rate, click-through rate (CTR), conversion rate, and return on ad spend (ROAS) using platform analytics and third-party tools.

What are the most cost-effective social media strategies for SMEs with limited budgets?

Organic content creation, influencer collaborations, and community engagement through WhatsApp and Telegram offer budget-friendly alternatives to paid advertising.

How can SMEs in Singapore engage with their social media followers?

Engaging with followers is essential for building relationships and fostering customer loyalty. SMEs should actively respond to comments, messages, and reviews, creating a two-way conversation with their audience. Hosting live Q&A sessions, sharing user-generated content, and running interactive contests or giveaways can also boost engagement.

Encouraging feedback and showing appreciation for loyal followers helps strengthen the connection between the brand and its audience, ultimately driving long-term success.

How often should SMEs post on social media in Singapore?

The frequency of social media posts depends on the platform and audience preferences. For platforms like Instagram and Facebook, posting at least 3-5 times a week is recommended to maintain engagement and visibility. However, consistency is key. Posting too frequently can overwhelm followers, while posting too infrequently can lead to a loss of interest.

SMEs should experiment with different posting schedules and track engagement to determine the optimal frequency for their audience.

How can SMEs handle negative feedback and reviews on social media?

Businesses should respond professionally, address concerns promptly, and take discussions offline when necessary to maintain a positive brand reputation.