5 Ways to Offer Social Customer Service With Facebook

social media how to Are you answering customer concerns on Facebook?

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!

postplanner customer service update

Post Planner often responds to customer questions and complaints within minutes or a few hours.

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).

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5 Ways to Increase Fan Page Engagement With Facebook Games

social media how toWant to increase your Facebook fan engagement?

Have you considered adding games to your Facebook page?

Facebook games engage people’s competitive nature and can grow your brand’s reach.

This article shows you how to use games in your Facebook marketing.

#1: Fan Photo of the Week

If you want to get people interested in your fan page, make your fans a part of your social marketing strategy. People love to see their names in lights, so give them that chance with a Facebook photo of the week contest.

The great thing about this type of contest is that it’s easy to implement. Just ask your fans to submit a picture based on a theme you choose, then judge the photos and select a winner. When you’ve chosen a winner, showcase the fan and his or her picture on your cover image or highlight the photo in a status update.

The winner gets bragging rights and will probably want to share the excitement with friends. When the winner shares with his or her friends, your page goes out into their news feed and introduces you to a new audience. That can lead to a jump in viral reach.

Walmart is particularly good at this. They ask fans to submit a photo via a tab on their Facebook page, which means fans have to go to the Walmart Facebook page and engage by clicking through to the app.

walmart fan photo cover image

Walmart rewards fans by showcasing them on the cover image.

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How to Drive More Facebook Traffic to Your Website in 5 Easy Steps

social media how to Would you like to drive more Facebook traffic to your website?

Is quality Facebook traffic important to your business?

Getting Facebook fans to your website (and then hopefully onto your email list) is even more critical with Facebook’s recent announcement of decreased organic reach for pages.

Use these five steps to help you get more traffic Facebook to your website.

#1: Make Sure You Have a Steady Stream of Shareable Content on Your Website

If you have a website that never changes, you’re going to struggle to get much traffic to it. Posting links to the same page on your site over and over is as futile as Sisyphus rolling the boulder up the hill.

These days, the name of the game is content marketing and you had better figure out how your business can participate.

The fresh, new content you post on your site is important—not only for social media marketing, but also for search engine optimization. Google rewards sites featuring fresh content with higher ranking. But you don’t have to post epic blog articles three times a week to win at the content marketing game. Posting something new and helpful once a week or even once a month can benefit your website traffic.

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18 Ways to Improve Your Facebook News Feed Performance

social media how toAre you frustrated with Facebook’s frequent changes to the news feed algorithm?

Do you feel like you’re being forced to buy ads to reach your audience?

While Facebook change is the rule rather than the exception, this article gives you 18 ways you can improve your Facebook news feed performance—and gain the upper hand.

How Reach Is Created on Facebook

Facebook defines reach as the number of unique Facebook users who see your updates.

To see your page’s reach, go to Facebook Insights and look at your page’s Reach report. You’ll be able to see how your reach is improving over time (as shown below).

facebook reach

How much reach does your Facebook page have?

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Instagram Platform Ripe for Marketers Shows New Research

social media research

Are you wondering how the social media landscape is changing for users?

Wondering where you should focus your social media activities?

Pew Research has released a brand-new study, which shows how American users have diversified their social media use.

Here are four noteworthy ways social media use is changing for American users:

#1: Facebook—Still Popular, but not Always “Platform of Choice”

The Pew study indicates that overall, Facebook continues to be a favorite, but 42% of online adults use two or more social networks. Among those who use just one social platform, 8% use LinkedIn, 4% use Pinterest and 2% use Twitter or Instagram as their platform of choice.

pew-social-media-platform-use-graph

Facebook still popular, but the grass is getting greener on the other side.

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