Is offering social customer service important for your business?
Facebook is the number one social channel so it’s likely to be the first line of contact for your customers, for both praise and complaints.
Answering your fans, owning up to your mistakes and keeping your fans in the loop go a long way to building trust.
Read on to discover five tips that will make you a customer-service superhero on Facebook.
#1: Answer Quickly
If you have a dedicated customer support department, the team probably has a process in place that works well in traditional channels (for example, a guarantee to respond within 24 or 48 hours).
But on Facebook (and Twitter) if you let that much time go by before responding to customer inquiries or complaints, you do so at your peril. In the social media world, two days feels like two weeks!
If you have a staff member who is monitoring your Facebook page throughout the day, it should be easy to respond to issues fairly fast. But if you’re a one-person operation, and it’s all up to you, you might have to set reminders to check your page a couple of times a day — first thing in the morning, early afternoon and once again in the evening.
My friends over at Post Planner do a really good job of keeping an eye on things (notice just how quickly they respond to questions).
Or are you overwhelmed with all of the Facebook tactics you read about?
No matter how long you’ve had a Facebook page, it’s good to review some of the basics for creating a page for your business.
This article includes six simple tips that will make you a more effective admin and make your page more professional starting today.
#1: Check Your Wall-posting Preferences
Does your page get a lot of, ahem, critical commentary on its timeline? Or maybe just more than you have time to deal with easily? If so, it might be time to set your page’s Posting Ability tab so that only your page admins can post.
Here’s how: Choose Edit Page from your Admin panel. Then choose Edit Settings.
Do you change your cover image once a month, or once a year?
Here are 25 awesome examples of cover photo ideas you can use to make your brand stand out (there are also some cover photo best practices at the end of this post).
#1: Get Into the Holiday Spirit or Change With the Seasons
Design cover photos that change with the seasons and the holidays. It’s easy—just experiment with seasonal colors or add traditional seasonal images like leaves or snowflakes.
The auto company Pep Boys, for example, created a simple and festive cover photo for the winter holiday season. It would be easy to create a similar cover photo using a stock photo and free tools from PicMonkey or Canva.
Does your business use Facebook to connect with people?
Used the right way, Facebook apps can help you boost engagement and visibility by repeatedly drawing fans to your page.
In this article you’ll learn how 6 types of Facebook apps keep your fans coming back to your Facebook page again and again.
#1: “Contact Us” Apps
The easier you make it for people to get in touch with you, the better. Use a contact app to let your fans/customers send email requests to specific departments within your company for more information.
For example, you can use an app to streamline the contact process and send fans straight to whoever handles sales, customer support or press inquiries, without them ever leaving your Facebook page.
Are you looking for tips on how to use your Facebook page this holiday season?
If you haven’t even started thinking about the holidays yet, it’s time!
In this article, you’ll find five ways to make your Facebook page festive for the holidays.
Why Customize For Holidays?
According to Mashable, 65% of shoppers tap social media looking for the perfect gift.
Any day now, your fans will start to look at your business’s Facebook page for holiday offers, promotions, events and deal information.
To make the most of these page visits, it’s important that your Facebook page is ready for the season.
#1: Holiday-themed Cover Photos
When visitors land on your Facebook page, the cover photo is the first thing they see. Use this 851 x 315 px banner-style image to get your visitors into the spirit of the season!
You should change the cover photo of your page on a regular basis, especially during holidays. Why? Because people are browsing more than usual, looking for special offers and gift ideas, and checking out friends’ recommendations. Fresh cover photos motivate them to check your page often.
Are your social activities working?
In this article I’ll show you 5 simple ways to tweak your social media updates for better sales conversion.
Some social media updates can go further toward bringing in sales than others. And they can do this without detracting from the spirit of social media.
Wondering how other businesses are using apps to better serve their customers?
Keep reading to discover many ways businesses are using Facebook apps.
Why Facebook Apps?
There are many reasons why you may want to consider using Facebook apps. They can provide communication between your customers and your customer service team, allow people to sign up for and receive your newsletter or provide your customers with special rewards.
Each of these uses can help you create a deeper relationship with your customers and foster brand loyalty. If you use a fangate to conceal the content on strategic app tabs from non-fans, you can also increase the number of likes your Page is getting.
In this article, we’ll explore 6 ways to successfully use Facebook apps to build the reputation of your brand and reach your customer service goals.
#1: Keep Customers in the Know
Email remains a very popular marketing tool and sending interested users email updates in the form of a newsletter keeps them in the know about your business.
Use a newsletter signup app to collect email addresses so you have an additional way to communicate with your customers when they leave Facebook. You can even ask people to like your Page to reveal the newsletter signup form.
Publish status updates to tease newsletter content and then direct your fans to the app where they can sign up to receive the full newsletter.
The popular yoga and music festival, Wanderlust, has events all over North America, all year long. Wanderlust uses a newsletter signup app as a way to stay connected with fans and tell them what’s happening where and when.
Do you need to convince your boss—or a client—that Facebook is a worthy marketing investment?
In this article I’ll show you 7 things you can do to convince decision-makers of the value Facebook.
#1: Assess Your Goals
Before you can convince anyone that they need to be on Facebook, you’ll need to understand what they want to accomplish.
Remember that not every business needs to be on Facebook.
If you are in a B2B that sells concrete to two or three huge companies, LinkedIn might be a better fit.
Do your Facebook fans see your updates on their mobile devices?
According to Facebook’s fourth-quarter report, around 680 million of the company’s one billion monthly active users access Facebook from mobile devices.
It’s up to brands and businesses to make sure that any marketing efforts they add to Facebook are mobile-friendly, including custom apps, email, advertising, etc.