{"id":9974,"date":"2026-03-28T17:10:45","date_gmt":"2026-03-28T17:10:45","guid":{"rendered":"https:\/\/www.wizbrand.com\/tutorials\/social-crm\/"},"modified":"2026-03-28T17:10:45","modified_gmt":"2026-03-28T17:10:45","slug":"social-crm","status":"publish","type":"post","link":"https:\/\/www.wizbrand.com\/tutorials\/social-crm\/","title":{"rendered":"Social CRM: What It Is, Key Features, Benefits, Use Cases, and How It Fits in Social Media Marketing"},"content":{"rendered":"\n

Social CRM is the practice of managing customer and audience relationships using social interactions as first-class data and engagement channels\u2014not just as broadcasting platforms. In Organic Marketing<\/strong>, it connects what people say and do across social channels with how your business responds, learns, and builds long-term trust. In Social Media Marketing<\/strong>, Social CRM turns comments, DMs, shares, and community discussions into actionable relationship signals you can track, prioritize, and improve over time.<\/p>\n\n\n\n

Social CRM matters because modern buyers expect fast, human responses and consistent experiences across channels. When your social presence is treated as a relationship system (not a posting calendar), you get better retention, better word of mouth, and more efficient support and sales handoffs\u2014all without relying solely on paid media.<\/p>\n\n\n\n

\n\n\n\n

1) What Is Social CRM?<\/h2>\n\n\n\n

Social CRM<\/strong> is a relationship management approach that integrates social channel engagement (public and private) into customer relationship processes. It combines the \u201cconversation layer\u201d of social platforms with the discipline of CRM: identity, history, segmentation, follow-ups, and accountability.<\/p>\n\n\n\n

At its core, Social CRM means:<\/p>\n\n\n\n

    \n
  • Capturing social interactions as meaningful relationship events <\/li>\n
  • Connecting those events to people (or accounts) when possible <\/li>\n
  • Using that context to deliver better service, content, and community experiences<\/li>\n<\/ul>\n\n\n\n

    The business meaning is straightforward: Social CRM helps teams treat social touchpoints as part of the customer journey, not as isolated engagement metrics. In Organic Marketing<\/strong>, it supports always-on relationship building\u2014especially important when budgets fluctuate. Inside Social Media Marketing<\/strong>, Social CRM creates operational consistency: the brand voice, response standards, and escalation paths become measurable and improvable.<\/p>\n\n\n\n

    \n\n\n\n

    2) Why Social CRM Matters in Organic Marketing<\/h2>\n\n\n\n

    In Organic Marketing<\/strong>, growth compounds when trust compounds. Social CRM contributes to that compounding effect by making relationships trackable and repeatable instead of accidental.<\/p>\n\n\n\n

    Key reasons Social CRM is strategically important:<\/p>\n\n\n\n

      \n
    • It increases lifetime value through better experiences.<\/strong> People remember responsive brands and communities. <\/li>\n
    • It improves retention and advocacy.<\/strong> Social relationships can turn customers into promoters who amplify your content organically. <\/li>\n
    • It reduces friction across the funnel.<\/strong> Social questions often reveal objections that would otherwise block conversion. <\/li>\n
    • It strengthens competitive differentiation.<\/strong> Many brands can match features; fewer can match responsiveness, empathy, and community consistency.<\/li>\n<\/ul>\n\n\n\n

      From a marketing outcomes perspective, Social CRM tends to improve community health, brand sentiment, and the efficiency of content and support operations\u2014high-impact levers for Social Media Marketing<\/strong> teams running lean.<\/p>\n\n\n\n

      \n\n\n\n

      3) How Social CRM Works<\/h2>\n\n\n\n

      Social CRM is both conceptual and operational. In practice, it works like a loop that turns social activity into relationship intelligence and improved actions.<\/p>\n\n\n\n

      Step 1: Input \/ Triggers<\/h3>\n\n\n\n

      Typical triggers include:<\/p>\n\n\n\n

        \n
      • Comments, mentions, tags, and replies <\/li>\n
      • Direct messages and inbound questions <\/li>\n
      • Reviews and community posts <\/li>\n
      • Customer-generated content and brand discussions <\/li>\n
      • Escalations from support or product teams into social channels<\/li>\n<\/ul>\n\n\n\n

        Step 2: Analysis \/ Processing<\/h3>\n\n\n\n

        Teams (and systems) then:<\/p>\n\n\n\n

          \n
        • Classify intent (support request, pre-sales question, feedback, complaint, praise) <\/li>\n
        • Assess urgency and risk (e.g., safety issues, reputational risk) <\/li>\n
        • Identify the person\/account when possible and check history <\/li>\n
        • Apply tags (product, feature, campaign, persona, lifecycle stage)<\/li>\n<\/ul>\n\n\n\n

          Step 3: Execution \/ Application<\/h3>\n\n\n\n

          Next, the organization responds and routes:<\/p>\n\n\n\n

            \n
          • Reply publicly, move to private messages, or open a ticket <\/li>\n
          • Escalate to support, sales, or product <\/li>\n
          • Trigger content actions (FAQ post, tutorial, community guideline update) <\/li>\n
          • Enroll the person in a nurture sequence (when permission and policy allow)<\/li>\n<\/ul>\n\n\n\n

            Step 4: Output \/ Outcomes<\/h3>\n\n\n\n

            Over time, Social CRM produces:<\/p>\n\n\n\n

              \n
            • Faster response times and fewer repeated questions <\/li>\n
            • Better content relevance and clearer messaging <\/li>\n
            • Improved satisfaction signals and reduced churn risk <\/li>\n
            • A searchable history of relationship context for future interactions<\/li>\n<\/ul>\n\n\n\n

              This is where Social CRM directly strengthens Organic Marketing<\/strong>: the feedback loop improves content, community, and reputation\u2014all major drivers of non-paid growth in Social Media Marketing<\/strong>.<\/p>\n\n\n\n

              \n\n\n\n

              4) Key Components of Social CRM<\/h2>\n\n\n\n

              A useful Social CRM setup usually includes a mix of systems, processes, and accountability\u2014not just software.<\/p>\n\n\n\n

              Data inputs<\/h3>\n\n\n\n
                \n
              • Public engagement: comments, mentions, replies, shares <\/li>\n
              • Private engagement: DMs, chat-like support interactions <\/li>\n
              • Voice-of-customer signals: reviews, feedback posts, common objections <\/li>\n
              • Campaign context: which post, theme, or community event triggered the interaction<\/li>\n<\/ul>\n\n\n\n

                Processes<\/h3>\n\n\n\n
                  \n
                • Triage and routing rules (what gets handled where) <\/li>\n
                • Response standards (tone, timeframes, escalation thresholds) <\/li>\n
                • Documentation (macros, templates, knowledge base references) <\/li>\n
                • Feedback loops to product and content teams<\/li>\n<\/ul>\n\n\n\n

                  Team responsibilities (governance)<\/h3>\n\n\n\n
                    \n
                  • Clear ownership between marketing, support, and sales <\/li>\n
                  • Approved brand voice guidelines for Social Media Marketing<\/strong> <\/li>\n
                  • Privacy and permission handling (especially for DMs and personal data) <\/li>\n
                  • Training for community management and conflict resolution<\/li>\n<\/ul>\n\n\n\n

                    Metrics and instrumentation<\/h3>\n\n\n\n
                      \n
                    • Response time and resolution time <\/li>\n
                    • Tagging taxonomy and interaction categorization <\/li>\n
                    • Quality checks (random audits, QA scoring)<\/li>\n<\/ul>\n\n\n\n

                      In Organic Marketing<\/strong>, these components ensure your community and social presence operate like a reliable relationship engine.<\/p>\n\n\n\n

                      \n\n\n\n

                      5) Types of Social CRM<\/h2>\n\n\n\n

                      Social CRM doesn\u2019t have universally fixed \u201ctypes,\u201d but there are practical approaches that matter in real organizations.<\/p>\n\n\n\n

                      Reactive Social CRM (service-led)<\/h3>\n\n\n\n

                      Focus: handling inbound issues, complaints, and questions quickly.\nBest for: high-volume consumer brands, SaaS support, marketplaces.\nIn Social Media Marketing<\/strong>, this approach reduces negative sentiment and prevents small issues from escalating publicly.<\/p>\n\n\n\n

                      Proactive Social CRM (relationship-led)<\/h3>\n\n\n\n

                      Focus: starting conversations, nurturing advocates, and developing community programs.\nBest for: B2B, creator-led brands, subscription products, communities.\nIn Organic Marketing<\/strong>, proactive Social CRM increases referrals and repeat engagement.<\/p>\n\n\n\n

                      Integrated Social CRM (full-funnel)<\/h3>\n\n\n\n

                      Focus: unifying social engagement with CRM, support, and lifecycle marketing.\nBest for: companies with multi-team customer journeys and clear lifecycle stages.\nThis is the most powerful version, but it requires strong governance and data discipline.<\/p>\n\n\n\n

                      \n\n\n\n

                      6) Real-World Examples of Social CRM<\/h2>\n\n\n\n

                      Example 1: SaaS onboarding questions turned into organic content<\/h3>\n\n\n\n

                      A SaaS brand notices repeated DMs about a confusing setup step. Using Social CRM tagging, the team sees the same issue across multiple posts. They publish a short tutorial series and pin it, reducing inbound questions and improving activation. This strengthens Organic Marketing<\/strong> by making content more useful and improving brand credibility in Social Media Marketing<\/strong> conversations.<\/p>\n\n\n\n

                      Example 2: Retail brand turns community feedback into product improvements<\/h3>\n\n\n\n

                      A retail company tracks product complaints across comments and mentions, categorizing issues by SKU and theme. Patterns reveal a packaging problem. The brand communicates transparently on social, updates packaging, and follows up with affected customers. Social CRM links the outreach to relationship history, improving trust and repeat purchase\u2014high-leverage Organic Marketing<\/strong> gains.<\/p>\n\n\n\n

                      Example 3: B2B agency builds an advocate pipeline from LinkedIn conversations<\/h3>\n\n\n\n

                      An agency tracks high-intent commenters and frequent sharers of case studies. Social CRM notes topics they care about and routes them to invite-only webinars. Over time, these contacts become referral partners. The result is a consistent inbound engine powered by Social Media Marketing<\/strong> and nurtured through Social CRM discipline.<\/p>\n\n\n\n

                      \n\n\n\n

                      7) Benefits of Using Social CRM<\/h2>\n\n\n\n

                      Used well, Social CRM improves both performance and efficiency.<\/p>\n\n\n\n

                        \n
                      • Higher conversion quality:<\/strong> social conversations reveal intent and objections earlier. <\/li>\n
                      • Lower support costs:<\/strong> faster triage and better self-serve content reduce repetitive tickets. <\/li>\n
                      • More consistent brand experience:<\/strong> shared history prevents disjointed responses across team members. <\/li>\n
                      • Stronger community outcomes:<\/strong> recognition and follow-up create loyalty loops. <\/li>\n
                      • Better content strategy:<\/strong> real questions and language from the audience sharpen messaging.<\/li>\n<\/ul>\n\n\n\n

                        Because Organic Marketing<\/strong> relies on trust and relevance, these benefits often show up as improved engagement quality and longer-term growth\u2014key objectives in Social Media Marketing<\/strong>.<\/p>\n\n\n\n

                        \n\n\n\n

                        8) Challenges of Social CRM<\/h2>\n\n\n\n

                        Social CRM also introduces real constraints that teams should plan for.<\/p>\n\n\n\n

                          \n
                        • Identity resolution is imperfect.<\/strong> Many social profiles can\u2019t be confidently matched to CRM contacts without user-provided information. <\/li>\n
                        • Data governance and privacy risk.<\/strong> DMs and personal data require careful access control, retention rules, and consent-aware workflows. <\/li>\n
                        • Operational overload.<\/strong> A growing community can flood teams with messages unless triage and automation are designed responsibly. <\/li>\n
                        • Measurement ambiguity.<\/strong> It\u2019s hard to attribute revenue to relationship actions without a clear model and clean data. <\/li>\n
                        • Cross-team friction.<\/strong> Marketing, support, and sales may disagree on ownership and response standards.<\/li>\n<\/ul>\n\n\n\n

                          In Organic Marketing<\/strong>, these challenges can become bottlenecks because the expectation is \u201calways-on\u201d responsiveness, especially in Social Media Marketing<\/strong> environments.<\/p>\n\n\n\n

                          \n\n\n\n

                          9) Best Practices for Social CRM<\/h2>\n\n\n\n

                          Build a shared taxonomy<\/h3>\n\n\n\n

                          Define consistent tags for intent, topic, sentiment, lifecycle stage, and priority. Good tagging is the foundation of reporting and continuous improvement in Social CRM.<\/p>\n\n\n\n

                          Set service-level targets that match your brand<\/h3>\n\n\n\n

                          Decide response windows for public comments vs DMs, business hours coverage, and escalation rules. Document them so your Social Media Marketing<\/strong> team can execute consistently.<\/p>\n\n\n\n

                          Create a playbook for high-risk scenarios<\/h3>\n\n\n\n

                          Include guidance for misinformation, harassment, legal concerns, safety issues, and product incidents. Social CRM is partly about protecting trust in Organic Marketing<\/strong> channels.<\/p>\n\n\n\n

                          Close the loop with content and product teams<\/h3>\n\n\n\n

                          Turn recurring questions into evergreen content, and turn recurring complaints into product backlog signals. Social CRM should feed your Organic Marketing<\/strong> roadmap.<\/p>\n\n\n\n

                          Audit quality, not just speed<\/h3>\n\n\n\n

                          Fast replies that miss context can harm trust. Use periodic QA checks on tone, accuracy, and resolution outcomes.<\/p>\n\n\n\n

                          Start small, then integrate<\/h3>\n\n\n\n

                          If you\u2019re early, begin with consistent tagging + triage + response guidelines. Add CRM integration and lifecycle workflows after the basics are stable.<\/p>\n\n\n\n

                          \n\n\n\n

                          10) Tools Used for Social CRM<\/h2>\n\n\n\n

                          Social CRM is usually supported by a toolkit rather than a single platform. Common tool groups include:<\/p>\n\n\n\n

                            \n
                          • CRM systems:<\/strong> store contact\/account records, lifecycle stages, notes, tasks, and ownership. <\/li>\n
                          • Social media management platforms:<\/strong> unify inboxes, publishing, moderation, and team collaboration for Social Media Marketing<\/strong>. <\/li>\n
                          • Customer support\/help desk tools:<\/strong> ticketing, SLAs, knowledge base, and escalation workflows. <\/li>\n
                          • Analytics tools:<\/strong> measure engagement quality, audience growth, traffic, and cohort behavior tied to Organic Marketing<\/strong> efforts. <\/li>\n
                          • Automation tools:<\/strong> routing, alerts, tagging assistance, and follow-up workflows (with permission-aware design). <\/li>\n
                          • Reporting dashboards\/BI:<\/strong> combine social data with CRM and support outcomes to evaluate Social CRM performance. <\/li>\n
                          • SEO tools (adjacent):<\/strong> identify questions and topics that show up in social conversations and can become searchable content assets supporting Organic Marketing<\/strong>.<\/li>\n<\/ul>\n\n\n\n

                            The \u201cbest\u201d stack is the one that reduces manual work while improving context sharing across marketing, support, and sales.<\/p>\n\n\n\n

                            \n\n\n\n

                            11) Metrics Related to Social CRM<\/h2>\n\n\n\n

                            To measure Social CRM effectively, combine operational metrics with relationship and business outcomes.<\/p>\n\n\n\n

                            Operational efficiency<\/h3>\n\n\n\n
                              \n
                            • First response time (public and private) <\/li>\n
                            • Time to resolution (or time to meaningful next step) <\/li>\n
                            • Message volume by category (support, sales, feedback, community) <\/li>\n
                            • Handoff rate and escalation accuracy<\/li>\n<\/ul>\n\n\n\n

                              Engagement quality (not vanity)<\/h3>\n\n\n\n
                                \n
                              • Comment-to-response ratio (are you actually conversing?) <\/li>\n
                              • Repeat interaction rate (same people returning to engage) <\/li>\n
                              • Share of positive vs negative sentiment over time (trend-focused)<\/li>\n<\/ul>\n\n\n\n

                                Business and lifecycle indicators<\/h3>\n\n\n\n
                                  \n
                                • Leads or demos influenced by social conversations (where trackable) <\/li>\n
                                • Retention risk flags identified via social signals <\/li>\n
                                • Customer satisfaction proxies (post-resolution feedback, reduced complaint recurrence) <\/li>\n
                                • Content impact: reduction in repeated questions after publishing answers<\/li>\n<\/ul>\n\n\n\n

                                  In Social Media Marketing<\/strong>, these metrics help prove that Social CRM is improving outcomes beyond likes\u2014supporting more durable Organic Marketing<\/strong> growth.<\/p>\n\n\n\n

                                  \n\n\n\n

                                  12) Future Trends of Social CRM<\/h2>\n\n\n\n

                                  Several trends are shaping how Social CRM evolves:<\/p>\n\n\n\n

                                    \n
                                  • AI-assisted triage and drafting:<\/strong> faster categorization, suggested replies, and intent detection\u2014paired with human review to protect brand voice and accuracy. <\/li>\n
                                  • Deeper personalization with tighter privacy expectations:<\/strong> teams will need clearer consent practices and data minimization while still delivering relevant experiences. <\/li>\n
                                  • More \u201cdark social\u201d and private community activity:<\/strong> relationship signals increasingly happen in DMs, groups, and closed communities, changing measurement strategies for Organic Marketing<\/strong>. <\/li>\n
                                  • Unified customer conversation records:<\/strong> businesses will push toward a single conversation timeline across email, chat, social, and support. <\/li>\n
                                  • Stronger governance as a differentiator:<\/strong> brands that operationalize policy, safety, and escalation processes will outperform in trust-heavy Social Media Marketing<\/strong> contexts.<\/li>\n<\/ul>\n\n\n\n

                                    Social CRM will increasingly be treated as an operational capability that protects reputation and increases lifetime value\u2014not just a marketing tactic.<\/p>\n\n\n\n

                                    \n\n\n\n

                                    13) Social CRM vs Related Terms<\/h2>\n\n\n\n

                                    Social CRM vs Traditional CRM<\/h3>\n\n\n\n

                                    Traditional CRM focuses on managing leads, contacts, and customers through sales and service processes. Social CRM<\/strong> adds the social conversation layer\u2014capturing engagement context and enabling real-time relationship actions in public and private social spaces.<\/p>\n\n\n\n

                                    Social CRM vs Social Listening<\/h3>\n\n\n\n

                                    Social listening is about monitoring mentions, topics, and sentiment across platforms. Social CRM uses those insights to manage relationships: routing, replying, documenting outcomes, and creating follow-ups. Listening informs; Social CRM operationalizes.<\/p>\n\n\n\n

                                    Social CRM vs Community Management<\/h3>\n\n\n\n

                                    Community management is the practice of building and moderating a community. Social CRM supports community management by adding tracking, segmentation, and continuity\u2014helping Organic Marketing<\/strong> and Social Media Marketing<\/strong> teams scale without losing the human touch.<\/p>\n\n\n\n

                                    \n\n\n\n

                                    14) Who Should Learn Social CRM<\/h2>\n\n\n\n
                                      \n
                                    • Marketers:<\/strong> to turn engagement into durable relationships and improve Organic Marketing<\/strong> performance. <\/li>\n
                                    • Analysts:<\/strong> to build better measurement models that connect social actions to lifecycle outcomes. <\/li>\n
                                    • Agencies:<\/strong> to standardize client response operations and prove value beyond content output in Social Media Marketing<\/strong>. <\/li>\n
                                    • Business owners and founders:<\/strong> to protect brand trust and build repeatable growth loops without over-relying on ads. <\/li>\n
                                    • Developers and ops teams:<\/strong> to integrate inboxes, CRMs, and data pipelines responsibly with privacy and security in mind.<\/li>\n<\/ul>\n\n\n\n
                                      \n\n\n\n

                                      15) Summary of Social CRM<\/h2>\n\n\n\n

                                      Social CRM<\/strong> is a relationship management approach that treats social interactions as actionable customer signals, not just engagement metrics. It matters because it improves responsiveness, consistency, and trust\u2014core drivers of sustainable Organic Marketing<\/strong>. Within Social Media Marketing<\/strong>, Social CRM helps teams triage, document, and learn from conversations, turning everyday social moments into measurable improvements in customer experience and business outcomes.<\/p>\n\n\n\n

                                      \n\n\n\n

                                      16) Frequently Asked Questions (FAQ)<\/h2>\n\n\n\n

                                      1) What is Social CRM in simple terms?<\/h3>\n\n\n\n

                                      Social CRM is using social conversations (comments, mentions, DMs) as part of your relationship management\u2014capturing context, responding consistently, and learning from interactions to improve customer and community experiences.<\/p>\n\n\n\n

                                      2) How does Social CRM support Organic Marketing?<\/h3>\n\n\n\n

                                      It strengthens Organic Marketing<\/strong> by improving trust, increasing repeat engagement, and turning real audience questions into better content and community experiences that compound over time.<\/p>\n\n\n\n

                                      3) Is Social CRM only for large brands?<\/h3>\n\n\n\n

                                      No. Smaller teams often benefit most because Social CRM helps prioritize responses, document context, and avoid losing opportunities in busy Social Media Marketing<\/strong> inboxes.<\/p>\n\n\n\n

                                      4) What\u2019s the difference between Social Media Marketing and Social CRM?<\/h3>\n\n\n\n

                                      Social Media Marketing<\/strong> focuses on content, distribution, and engagement strategy. Social CRM focuses on managing relationships and conversation history\u2014making engagement operational, trackable, and tied to service or lifecycle outcomes.<\/p>\n\n\n\n

                                      5) Do you need to match social profiles to CRM contacts for Social CRM to work?<\/h3>\n\n\n\n

                                      Not always. Social CRM can deliver value through tagging, triage, and response consistency even without perfect identity matching. When users voluntarily share identifying info, integration becomes more powerful.<\/p>\n\n\n\n

                                      6) What should you track first when starting Social CRM?<\/h3>\n\n\n\n

                                      Start with message categories (support\/sales\/feedback), first response time, resolution time, and recurring topics. These reveal operational gaps and content opportunities that improve Organic Marketing<\/strong> quickly.<\/p>\n\n\n\n

                                      7) How do you scale Social CRM without sounding robotic?<\/h3>\n\n\n\n

                                      Use clear guidelines and templates, but keep room for human judgment. Automate routing and categorization first, then focus on quality assurance, training, and a consistent brand voice in Social Media Marketing<\/strong> replies.<\/p>\n","protected":false},"excerpt":{"rendered":"

                                      Social CRM is the practice of managing customer and audience relationships using social interactions as first-class data and engagement channels\u2014not just as broadcasting platforms. In **Organic Marketing**, it connects what people say and do across social channels with how your business responds, learns, and builds long-term trust. In **Social Media Marketing**, Social CRM turns comments, DMs, shares, and community discussions into actionable relationship signals you can track, prioritize, and improve over time.<\/p>\n","protected":false},"author":10235,"featured_media":0,"comment_status":"open","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1905],"tags":[],"class_list":["post-9974","post","type-post","status-publish","format-standard","hentry","category-social-media-marketing"],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.wizbrand.com\/tutorials\/wp-json\/wp\/v2\/posts\/9974","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.wizbrand.com\/tutorials\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.wizbrand.com\/tutorials\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.wizbrand.com\/tutorials\/wp-json\/wp\/v2\/users\/10235"}],"replies":[{"embeddable":true,"href":"https:\/\/www.wizbrand.com\/tutorials\/wp-json\/wp\/v2\/comments?post=9974"}],"version-history":[{"count":0,"href":"https:\/\/www.wizbrand.com\/tutorials\/wp-json\/wp\/v2\/posts\/9974\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.wizbrand.com\/tutorials\/wp-json\/wp\/v2\/media?parent=9974"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.wizbrand.com\/tutorials\/wp-json\/wp\/v2\/categories?post=9974"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.wizbrand.com\/tutorials\/wp-json\/wp\/v2\/tags?post=9974"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}