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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6 Facebook Marketing Tips for Managing Your Facebook Page

social media how toWondering what works and what doesn’t for your Facebook page?

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.

edit-facebook-settings

You can add/remove admins directly from the Admin panel.

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How to Improve Your Facebook Engagement Using Controlled Experiments

social media how to Are you wondering what type of Facebook post works best?

Are you struggling with getting engagement or reach on your Facebook posts?

You may have heard that you need to post more photos or more questions or more photos with questions…

But what really works best for your audience?

In this article, you’ll learn how to find out which types of Facebook posts work best for your page.

Why Experiments?

Running controlled experiments from time to time will help you discover what works on your page so you won’t have to take someone elses word for it.

It’s also a great way to help you come up with a posting structure that may help you streamline your content creation in the future.

#1: View Insights for Ideas

In your Insights section, you do have some data on your best post types (under Posts), but that can be a function of what types of content you have been posting lately. So you may not get the whole picture if you haven’t been posting many links recently. But it’s a good place to start your investigation.

best post types

Take a look at the best post types for your page.

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How to Sell on Facebook Using Images

social media how toDo you use Facebook to promote sales for your business?

Are you looking for ways to increase revenue with Facebook?

In this article, you’ll discover six ways to use graphics on Facebook and how other ecommerce brands are using them to boost online sales.

Why Images?

According to Lab42, the number-one reason people like a Facebook page is to receive a discount or other promotion.

If you want to drive online sales for your business, images and graphics that feature discounts and promotions are an engaging way to give your Facebook fans what they want.

facebook like motivators

The biggest incentive for liking a page on Facebook is to receive discounts. Image source: Lab42

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How a Winery Uses Social Media to Increase Sales and Brand Loyalty

social media case studiesHow can wineries use social media to increase sales when the law prohibits them from giving away product samples?

Whitehall Lane, a 20-year-old Napa Valley winery run by the Leonardini family, has hit on a winning social media formula that pays dividends in both increased sales and brand loyalty.

Wineries face special challenges in promoting their business on social media. The federal Alcohol and Tobacco Tax and Trade Bureau, known as the TTB, considers social media “advertising,” and regulates what wineries can do.

The regulations primarily affect Whitehall Lane in two different ways. They cannot run contests that give away wine, and they must monitor user-generated content for anything that might promote irresponsible drinking.

“We don’t fool around with the TTB regulations,” said Katie Leonardini, direct sales manager for Whitehall Lane. But that hasn’t stopped them from successfully using social media to grow a loyal fan base outside the tasting room. This in turn has increased both wine club membership and direct sales. Here’s how they do it.

instagram meme

Whitehall Lane Winery uses Instagram as one way to foster brand loyalty.

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4 Fun Ways to Improve Your Facebook Engagement

social media how toDo you need to increase the visibility of your Facebook page posts?

Are you looking for fresh ideas to quickly create engagement on your Facebook page?

In this article, you’ll discover four ways you can create better engagement on your Facebook page using social game.

Why Games?

If you’re tearing your hair out worrying about the number of fans interacting with your Facebook business page, moderating your page may not be much fun. Worse still, you may be missing out on getting to know your fans on a deeper level.

The good news is that initiating simple social games on your page’s timeline gives your page interaction a boost.

Social games on your timeline encourage comments, shares and likes, and build a sense of community around your brand. Plus, as a side benefit, they are also a lot of fun for you and your fans.

Why Engagement Matters on Facebook

There are more than 15 million business pages on Facebook. Add in Facebook’s hundreds of complex algorithms that work behind the scenes to help people see what matters most to them, and it’s little wonder that page owners find it frustrating to maintain news feed visibility. Because of the algorithms, fans don’t see all updates from every page they like in their news feed.

But every time a fan likes or interacts with a particular type of post on your page, Facebook uses that information to determine what content your fan likes most, and makes that content more prominent in their news feed.

So if your fans are mainly interacting with your images, they’ll see more of your images; if they’re mainly interacting with your text posts, they’ll see more of your text posts. Get the picture?

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