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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Visual Social Media: How Images Improve Your Social Media Marketing

Do you use visuals in your social media marketing?

Are you wondering how you can use images to take your marketing to a whole new level?

To learn about visual social media, I interview Donna Moritz for this episode of the Social Media Marketing podcast.

More About This Show

Social Media Marketing Podcast w/ Michael Stelzner

The Social Media Marketing podcast is a show from Social Media Examiner.

It’s designed to help busy marketers and business owners discover what works with social media marketing.

The show format is on-demand talk radio (also known as podcasting).

In this episode, I interview Donna Moritz, who is a social media and visual marketing expert. She’s also the founder of Socially Sorted, a blog designed to help small businesses achieve more with visual social media.

Donna shares the importance of visuals in your social media marketing.

You’ll discover the types of images that work best and the tools you can use to create them.

Share your feedback, read the show notes and get the links mentioned in this episode below!

Listen Now

You can also subscribe via iTunes, RSS, Stitcher or Blackberry.

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How to Analyze Your Social Media Activities With Excel

social media how toAre you looking for a way to analyze the impact of your content?

Do you need a simple system that works?

If you don’t have the budget for expensive software, spreadsheets and a little of your time can produce some useful data.

In this article I’ll show you how to analyze the engagement and impact of your social media posts using Excel.

Why Analyze?

No matter the size of your business, when it comes to social media you want to build two things: engagement and community.

To ensure that you deliver great content that resonates with your fans and followers, you need to track, test and measure the posts you put on your social networks.

It’s really that simple.

Here’s how:

#1: Build Your Spreadsheet

To begin, open Excel and create 14 columns that will contain the following categories to incorporate all of the information you need on your social media updates and posts:

  • Date
  • Network
  • Categories
  • Subcategories
  • Target
  • Calls to action
  • Meta-tags
  • Posts
  • Impressions
  • Comments (replies)
  • Likes (favorites)
  • Shares (retweets)
  • Clicks
  • Total engagement
categories-columns

An example spreadsheet (target, meta-tags, posts and impressions hidden).

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4 Tools That Improve Your Social Media Analytics

social media toolsDo you want more insight about your social media activities?

Are you looking for a tool to bring important analytics to one place?

In this article, you’ll discover four social media analytics tools that deliver clear insights about your business’s social media activity.

Why Analytics?

Social media analytics are more than numbers.

Analytics give you the data you need to improve your social media engagement, make marketing decisions and tie social media to your bottom line.

To use analytics effectively, the data needs to be presented in easy-to-understand formats.

Here are four tools worth checking out:

#1: Receive Automatic Reports Daily Via Email With Social Report

The one thing we check every day is our email. So it makes sense to get social analytics and updates automatically delivered to your inbox.

Social Report is a comprehensive analytics tool with a very affordable starter account that lets you to monitor up to five projects, each with an unlimited number of social accounts for only $9 per month.

To get started, sign up for a 30-day free trial of the plan that best fits your business.

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45 Social Media Tools and Tips to Improve Your Marketing

social media tools Are you looking for some practical tips and tools to help with your social media marketing?

Do you find it difficult to keep up with how quickly social media is evolving?

In this article, I outline a collection of technology tools and tips you’ll want to consider using to improve your presence across social media.

Why Tools?

It takes a lot of time to create quality content, engage on social profiles and sustain online relationships that support your business goals.

Larger businesses and corporations often have teams of people dedicated solely to these tasks.

For smaller businesses that don’t have the luxury of staff or financial resources, there are tools to help. But there are also efficient shortcuts and tips to help you get more out these technology tools.

By using some of these tips to strategically choose your tools, you can get more out of your social media marketing.

Here we go.

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14 Social Media Tools Used by Marketing Pros

social media toolsAre you looking for social media tools to get more out of your marketing?

Are you wondering what tools marketing pros are using successfully?

We asked fourteen well-known marketers to share the latest social media tools they’ve been using.

Discover how you can use these tools to help you to get more out of your social media marketing.

#1: Mention

Todd Wheatland

Todd Wheatland

Mention was developed as a user-friendly replacement for Google Alerts. They’re a textbook example of how to build a platform by doing one thing better than anyone else.

As well as being an absolute joy to use, it captures so many more, ahem, ‘mentions’ online than any other platform I’ve used that it’s become my #1 go-to social mention reference tool.

There are many clever things behind the way Mention is set up. They’ve taken the Apple approach to clean and simple UI to give you great functionality as a default and the power to modify settings to really hone in on what’s important to your circumstances.

mention set up

Mention provides clean and simple functionality.

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How to Use Facebook Apps to Promote Your Business

social media toolsIs your Facebook Page working for your business?

Have you considered using Facebook apps, but don’t know where to start?

In this article I‘ll highlight some of the most popular uses of apps, as well as a few individual apps, so you can find the right fit for your Facebook Page.

What You Need to Know about Facebook Apps

Apps let you do all sorts of things on your Facebook Page without writing your own code.

You can import your blog, run contests and promotions, collect email sign-ups, sell product through ecommerce and provide customer support.

social media examiner page apps

Social Media Examiner utilizes a variety of apps on its Page.

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Social Media Tools: How to Simplify Your Social Media Marketing

Are you looking for a better way to manage your social activities?

Are you wondering what tools can help your social media marketing?

To discover free or low-cost tools to simplify your social media marketing, I interview Ian Cleary for this episode of the Social Media Marketing podcast.

More About This Show

Social Media Marketing Podcast w/ Michael Stelzner

The Social Media Marketing podcast is a show from Social Media Examiner.

It’s designed to help busy marketers and business owners discover what works with social media marketing.

The show format is on-demand talk radio (also known as podcasting).

In this episode, I interview Ian Cleary, the founder of Razor Social—a blog dedicated to social media tools. He’s also the social media tools writer for Social Media Examiner.

Ian shares why as a marketer you should look beyond Google Analytics and Facebook Insights data.

You’ll learn the services available to keep up to date with relevant content and the tools to use to monitor your overall activities across all social channels.

Share your feedback, read the show notes and get the links mentioned in this episode below!

Listen Now

You can also subscribe via iTunes, RSS, Stitcher or Blackberry.

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3 Social Media Automation Tools for Marketers

social media toolsAre you drowning in social media tasks?

Do you need better tools to help you manage your social media marketing?

Automating some of the more repetitive tasks related to social media can help you be more productive and efficient with the execution of your social media strategy.

To save you time and improve your marketing efforts, I’ll show you three social media tools that will deliver your content efficiently.

#1: Be More Efficient on Facebook

Post Planner, an independent application you install within Facebook, is designed to help you deliver content to your Facebook Page effectively. The app offers paid plans and a free trial. We’ve used the free trial for the demonstration below.

Features:

  • Automate publishing of selected content to your Facebook Page based on a time schedule that you predetermine.
  • Identify trending content to add to your queue.
  • Add your blog feed and publish your new posts automatically.
  • Crowdsource content from other Post Planner users. If a Post Planner user creates a folder containing content from the top Facebook experts, this folder is available to other Post Planner users to select content from.
  • View the latest content from your favorite Facebook Pages, Twitter accounts or blogs from within Post Planner and add articles, tweets or posts to your queue.
  • View simple analytics that show you the percentage of people who liked your post, clicked it or commented on it.
  • Target your posts based on a selection of details such as gender, age group and level of education and save the target for future use. Link the targeting to a time zone and Post Planner will adjust the publish time.
  • Post Planner provides a database of thousands of updates you can search to find ideas for your status updates.
  • Upload a bulk file of posts.

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