The importance of customer service on social media
It is so important in the digital landscape to understand the importance of social media customer service and its impact on brand reputation. When a brand’s social media interaction with fans and customers is less than ideal, it significantly impacts their ability to build and maintain their brand.
The importance of customer service on social media
In 2018, social media is one of the main ways current and potential customers/clients interact with businesses. Why? Because it's easy! And with more and more people taking to social media to engage with a brand or business, the expectations for timely responses is also increasing. Customers are looking for brands that place high importance on communication and are proactive in their approach to social media customer service.
In terms of responsiveness, if brands actively engage with customers/users and respond to their audience in a timely manner, it will in turn help improve brand value and reputation. Customers feel a level of satisfaction when a brand publicly and directly acknowledges them, and this is in many cases followed by increased brand loyalty.
Customer service and responsiveness on social media shouldn’t be seen as a hassle, rather, as a valuable chance to improve and build brand value and reputation. No response is the worst kind of response there is, this advice is so important when dealing with customer communication on social media. The longer a brand waits to address a customer, the more time there is for the initial issue or query to blow up into something bigger and harder to control. Leaving your audience unanswered can have major consequences for your brands' overall reputation.
To put it simply, the more time you choose to dedicate to engaging with your audience, the better your social media endeavours and overall brand reputation will be.
Need Help?
Need help managing your social media communities in a timely manner? Our local team of highly experienced community managers understand the importance of communicating on behalf of your brand. We get it, your social media manager is essentially the voice of your brand, and you don’t feel comfortable handing that off to just anybody.
Here at Melbourne Social Co, we treat your brand as if it’s our own, and handle every customer service scenario with care, even after hours.
Want to know more? Get in touch with our team today.
Managing social media over the holidays
Managing your social media presence over the holidays: what you can do now to plan ahead!
You’ve worked hard all year...you’re craving a holiday and can’t wait to take a break from corporate life. Phone on silent, cocktail in hand, feet dipped in the pool. Sounds like a dream...can we come?! But wait...what about your social media accounts? Who will look after them while you’re busy unwinding? Social media never sleeps and consistency is key. Correct! So, we’ve come up with some tips to help you manage your social media presence over the holiday season.
Plan, plan, plan. Planning ahead is key. Sure you’ll have to work your butt off up until your holiday break begins but you’ll definitely thank yourself later! Think of what you want to do and achieve over the holiday season. How many emails will you be sending out to subscribers? Are you launching a new product? Are you planning a huge sale? Write all this information down so you know what you’re striving for.
Create content now! Content creation takes time so set aside some one-on-one time with your camera and computer to put together some amazing content your followers will love. Having a bank of images ready to caption and schedule is invaluable come holiday time. Create some short, fun little videos to engage your audience. They’ll be sick of seeing ‘SALE’ images and baubles in every second photo on their social feeds, so grab their attention by giving them something new and exciting to look at.
Schedule away! Scheduling programs will be your godsend. They make life 110% easier. Facebook is great because it allows you to schedule content on the platform itself. For other social platforms like Instagram, you’ll need to use an external scheduling program to plan your content. Some examples include; Hootsuite, Later and Buffer. You will have to spend quite a bit of time adding each piece of content to the schedule, but your future self will forever be in debt when all you have to do is press ‘publish’.
Yes, a dream holiday would mean zero responsibilities and ever flowing cocktails but if you’re a business owner, you may have to succumb to checking your social accounts every now and then just to check in. Respond to comments, direct messages and do a bit of good ‘ol community management. 10-15 minutes out of your day isn’t so bad hey!
We hope these tips will help in the lead up to the Christmas period where all you want to do is relax!
Do you envisage this next month being a tough one? Do you think you’d prefer to have someone else manage your social accounts? Shoot us an email; we’d love to help!
How To Build A Following On Pinterest
One of the biggest social media platforms right now, Pinterest, is an essential digital marketing tool for many businesses.
However, building a following can be hard, so it’s important to build a strategy and to implement some great techniques to amp up your Pinterest profile and to develop an engaged online community.
Read on below for tips on how to grow your following on Pinterest.
Create niche boards:
In order to stand out from the crowd on Pinterest, a great tip is to create niche boards with titles and images that are very specific. This means you have a better chance to be found and can be followed by a specific and more engaged target audience.
Post to your most popular boards:
Regardless if you are new to the Pinterest world, or an expert, if you continue to pin most of your content to your most popular boards you know you will get a great response. There’s a reason people love those boards and chances are others will continue to discover your content!
Use keywords:
Pinterest images with keywords rank highly when they are searched for on Google, so ensure that you caption all your images with keywords that describe your board, theme and business. This will not only help people find you on Google, but it will attract the right target audience to respond to your boards, pins and profile.
Advertise:
Coming soon to Australia, Pinterest advertising is the next big thing to help you grow and expand your Pinterest community. You can selected two main campaign objectives, including boosting engagement with your pins, or increasing traffic to your website. All campaigns allow you to personalise your budget and target audience and track your campaign.
Promote!
Don’t just leave your pinning to Pinterest. Promote your pinnable images on your website by adding a button that allows readers to pin your content straight from your site. Also adding in a follow section on your website, blog, email marketing and even sharing content on other social media networks will help to spread the word.
Have you got a Pinterest account that needs a boost or simply need some help getting started? Contact our expert team for some advice today.