Problem

I was hired by 2bytes Corp, as a Brazilian Community Manager for Zepeto, we were challenged to manage and engage new trends for the Brazilian users for the game. The game had a large user base in Brazil, and it was essential to keep them engaged and satisfied. However, we noticed that users were facing issues with the game, and their concerns were not being addressed promptly. Additionally, there was a lack of dissemination and creative content creation among the Brazilian users, which somehow affected user engagement. To address these issues, we needed to identify local user trends on social media and create localized content that resonated with our audience. We also needed to improve our customer service by addressing user concerns promptly and fostering positive interactions within the online community.

Solution

To address the challenges we faced as the Brazilian Community Manager for Zepeto, we implemented several solutions. Firstly, we analyzed social media trends on TikTok, Instagram, YouTube, Twitter and Discord to identify local user trends. We then planned and produced media content that matched these trends to implement them within the metaverse game. We also improved our customer service by talking to users on a daily basis about their satisfaction and dissatisfaction with the game. We created weekly reports on all user conversations, reviews on Google Play Store and Apple Store, and comments of users on social networks. Additionally, we responded to customer inquiries promptly through the official Brazil account in the game. Finally, we created marketing content for social networks by creating videos and images using CapCut, Photoshop and sometimes Canva to edit them before posting them on TikTok and Instagram of the account I managed.

Impact

The account I managed:

Gained 11,000 new followers in five months.
Conceptualized and edited 82 videos with an average of 7,000 views each.
Created 22 templates used over 100,000 times by app users.

Our efforts resulted in a significant increase in user engagement and satisfaction, which translated into increased followers and views on social media. We were able to create localized content that resonated with our audience and address user concerns promptly, leading to a more positive online community experience.

My Activities

Brazilian Community Manager
- Analyzed social media trends on TikTok, Instagram, YouTube, Twitter and Discord to identify local user trends.
- Planned and produced media content that matched these trends to implement them within the metaverse game.
- Talked to users on a daily basis about their satisfaction and dissatisfaction with the game.
Video Editor
- Conceptualized and edited 82 videos with an average of 7,000 views each.
- Created marketing content for social networks by creating videos using CapCut, Photoshop and sometimes Canva to edit them before posting them on TikTok and Instagram of the account I managed.
- Collaborated with the other Brazilian Community Manager to ensure that the videos matched local user trends.