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13 Smart Ways to Use Social Media for Customer Service

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You and your business are likely already on all of the major social networking platforms like Twitter, Facebook, and Instagram, but are you using them to their full potential? One of the latest trends in the world of social media and business, is connecting with customers and audiences through social media to provide better customer support and services.

Social media has become a huge part of nearly every company’s marketing strategy, but it’s not enough to simply share content. Today’s consumers want brands to offer efficient customer service through their social platforms. In fact, according to Social Media Today, nearly 85 percent of consumers expect a company to respond to social media inquiries within 24 hours, and 72 percent expect answers within an hour when they reach out on Twitter.

To best serve your customers, it’s important to meet them where they are and give them the care and attention they need, on whatever platform they’re using. We asked members of Young Entrepreneur Council to share tips on how brands should be using social media for customer service.

1. Pay Attention to How Customers Interact With One Another

The best way to create a great customer experience is to allow your users to interact freely on social media. Your company should be aware of these comments as they give you the best opportunity to provide customer service. If an individual posts a complaint, step in to address that comment and either fix it right away or let the user know why it can’t be implemented.

Julian Montoya, JM11 Investments

2. Offer an Interactive Experience to Collect Feedback

Social media platforms like Instagram are adding more features to make the experience interactive, such as adding polls to Instagram Stories. We’ve taken advantage of this feature to share new episodes of our podcast. We’ve gathered valuable information about listener interest and have seen our downloads spike as a result.

Mark Krassner, Expectful

3. Monitor Your Business Name on Social Media

Not everyone who has a problem will contact you directly. Some people will just tweet about it or mention it on another social media site. That’s why it’s important to monitor your name, whether you use Google Alerts or a reputation management tool. This helps you stay informed if anyone has a complaint and shows that you care about satisfying your customers.

Shawn Porat, Scorely

4. Implement Messenger Bots

Messenger bots are growing ever more sophisticated. It’s a great tool if implemented correctly. People can get their immediate concerns and common questions addressed. When it becomes more complicated, you must have an immediate measure to connect them to a live person. It also helps to mitigate harmful review posts on the public domain itself.

Nicole Munoz, Start Ranking Now

5. Encourage Customers to Take the Conversation Offline When Necessary

Social media as a customer service tool cannot be applied to all business cases. A quick phone call via social media messenger can provide good support to a customer in need. Social media tools can be used effectively in offering information about your product and services.

Sachin Narode, Xeniapp Inc.

6. Use Twitter as a Q&A Tool

Avoid paying for third-party AI tools and utilize Twitter as a way to answer questions for your customers. This is also a savvy way to implement subtle advertising, as customers will scan your Twitter page to see if any of their unasked questions have been answered.

Patrick Barnhill, Specialist ID, Inc.

7. Turn Upset Customers Into Advocates

In my experience, consumers are talking about products on social media more than companies can feasibly get involved. The most effective social media work you do will be serving your upset customers. By owning your mistakes and reaching out to make it right, you can turn loud complaints into praise.

Your audience will appreciate that you care to fix mistakes.

Alexander Mistakidis, Gamelynx

8. Make It a Conversation

I always compare how you manage social media to how you’re having a conversation with a person in real life. If you’re just making statements about yourself, but not listening or responding to others, it doesn’t work. Make sure you’re listening and engaging with your peers and customers on social media. It can’t just be about you.

Cassie Petrey, Crowd Surf

9. Foster a Community

Social media has been a very effective customer service tool for us thus far. Having quick response rates is a great way to encourage users to use your product when they may not want to deal with official customer service channels. Reddit can foster discussion between customers and employees, which can develop as a customer service guide for customers in need of a simple fix.

Zohar Steinberg, token payments

10. Always Respond to Brand Mentions

Consumers use social media platforms for many different purposes. It’s essential to always acknowledge a brand mention or question on social media platforms such as Facebook, Twitter and LinkedIn. There are many automated tools that provide alerts for specific brand mentions. It’s good practice to set up these alerts and engage with your audience when you see a brand mention.

Michael Hsu, DeepSky

11. Enable the Facebook Messenger Pop-Up Window and Use a Chatbot

On Facebook, you can have a message window pop up as soon as someone comes to your page and ask if they can help you. Having that around-the-clock availability to help can be a welcome sign to customers and potential customers.

Serenity Gibbons, Calendar

12. Share Customer-Centric Content

Don’t solely use social media as a self-promotional marketing platform, but also as a platform to have meaningful conversations with your customers. We often encourage people to tweet us with their questions and concerns. It’s an easy, actionable way of getting in touch rather than emailing or calling. It also helps us put out information that is useful to our customers, such as product tips and tricks.

Stan Garber, Scout RFP

13. Find a Tool That Integrates All Your Social Channels

Make it clear what channels your company has a presence on and understand that if you post on Facebook and Instagram, you’re going to get direct messages there and customers will expect you to reply just like you reply to emails. Good software that allows your team to see all emails and social messages in one place is the way to go.

Jeff Cayley, Worldwide Cyclery

How to Make the Most of Your Social Media Efforts

With chatbots and social media now combining powers, it’s likely going to be easier and more effective than ever for brands to start using social media for customer support and user feedback. If this is something of interest to you, be sure to consider each of the options mentioned in our expert answers above.

To see more expert roundups like this one, be sure to view our previous articles on improved Facebook marketing and the best tools for monitoring your brand online.

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Social Shark Instagram Growth Tool Makes Instagram Marketing Easy

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Social media is one of the most powerful platforms on the internet today. However, just ‘being on’ any of the top social networks is never enough. You need to build a brand, have a following, and also create content that your audience engages with, and also shares.

This is especially true with Instagram, as everyone is trying to build up their following and reach millions around the world.

There are many tools on the market place to help with these aspects, but many of only focus in one area. This means you would likely need to find one solution for scheduling, advertising, increasing reach, or even paid advertising.

Social Shark is a solution that takes all of these components together and offers them in one valuable platform — focused solely on Instagram growth and social media efforts.

Today we are going to take a look at Social Shark, while also breaking down it’s many features and tools to help you master the art of Instagram marketing.

Instagram… It’s All About the Visuals Baby!

When looking at any of the top social platforms on the internet today, Instagram is quickly finding themselves at the top of most lists. The reasons for this are many, but also quite clear at the same time.

People aren’t interested in reading text content, and visual images and videos are in demand. At the same time, everyone is using their mobile devices for social media, and this is where Instagram has always focused their efforts.

With all of this in mind, Social Shark has made the process of getting live on Instagram and growing an audience fast, quite easy. Through the use of their Instagram tracking tool, anyone can connect to their Instagram account and start targeting new audiences and potential followers around the world.

Let’s now take a look at what this powerful social media marketing platform has to offer.

One of the most important powerful tools built into the platform, is the ability to track progress and results over time. Anyone can order a bunch of followers online, or even pay for various social media marketing methods… but if there isn’t a way to measure these results, how are you supposed to know what you are actually getting?

That isn’t the case with Social Shark, as they have built all of the necessary follower, engagement, branding, and reach reports necessary to track your growth on Instagram.

Best of all, all of these reports are easy to read and understand. Forget about excel data reports, everything associated with Social Shark is set up with a nice visual data chart that’s easy to track and follow over time.

Instagram Automation is Key for Growth and Engagement

With so many different tools and solutions on the internet for pretty much anything, you are going to want to use a tool that easy to understand and doesn’t have much of a learning curve. Take a look at any of the top bloggers on Instagram, and all of them will tell you that they are tracking progress and engagement on Instagram with a fine tooth comb. They each have their own preferred tools and methods for creating and scheduling content, while also making sure it reaches the right target audience.

That’s exactly what you will find within Social Shark.

To get started, all you need to do is log into your account, then connect to your Instagram account.

Inside this same members area, you will find all of the tools, features, and services on the left side menu of the page. In the main area of your dashboard area, you will also come across some of the latest articles and resources on how to grow your brand using Instagram.

It doesn’t matter if you are a single person brand or a company with 100+ employees… creating new content and going live with social media updates is time consuming!

Knowing how to connect with users on Instagram, that have no idea about your brand, is another added benefit to using Social Shark for all of your Instagram growth and marketing efforts. This can be done through any of the organic reach tools on the platform, or through the process of acquiring new Instagram followers.

No matter how you plan on getting new followers, it’s important to make sure you are targeting the right audience.

This is easily done with Social Shark, as they have all of the necessary targeting options built right into their platform. Through the screenshot below you can see the targeting options available, such as; media age, media type, follower counts, filters, and more.

As you can imagine, the more you know about your typical fan or customer, the better you can set these options to acquire new customers and followers that will deliver the best ROI.

The next step in this process is to play around with your hashtag settings and making sure you are using them within your posts and engagement as well. A great benefit here is to look at your competitors and see what they are using to attract new audiences. Brands like Starbucks might use #coffee, while Nike might use #justdoit.

Play around with your hashtag and targeting options and measure which results works best.

Using the Power of Instagram Hashtags

Hashtags are the most powerful asset that everyone needs to be using on Instagram.

While platforms like Twitter and Facebook both have hashtags, they are no one near used as much as they are on Instagram. Without hashtags in your content, it simply won’t be found by others or appear within their platform search results.

However, how are you supposed to know which hastags are best to use?

Look no further than the powerful Instagram hashtag generator, found right within Social Shark.

The concept of a social platform hashtag generator is nothing new, but where Social Shark goes above and beyond the competition, is how they have several variations of each hashtag, popularity scores, and also the ability to upload images for each or by using a webpage URL.

An example of how this might work, can be seen below.

Instead of just going through the list and grabbing hashtags, you can actually upload an image and see what new hashtag ideas might get triggered by the generator tool. A good example of this would be if you uploaded a vacation photo while you were at the beach. You might then see hashtags like #bluesky, #beachlife, #saltlife, and so on…

Lots of options here for reaching new audiences with different Instagram hashtags, so be sure to try them all out.

The Options of Buying Nike Likes and Views

Starting from scratch on any social platform is never easy. It’s even worse when you start releasing content, only to find that it’s getting new views or social shares.

One of the best ways to get around this, is to give your account a boost — whether that be through buying new social followers, likes, or even social shares.

Again, this is another service offered by Social Shark.

Depending on the type of growth you want to see, options here will vary in terms of pricing.

If you just want to give it a quick test run, a $4.99 starter package is a great way to get started. This will deliver 500 likes to your latest social content.

Looking for even more? Go for a Diamond package at $75.99 and look forward to 20,000 likes headed your way.

Social Shark Plan Pricing

As mentioned throughout this post, there are many tools, features, and advantages to using Social Shark to power your Instagram marketing efforts.

If this is something you are interested, you can get started with Social Shark for just $30 or $60 per month. You can see both of their price plans below, and what’s included in each.

The option is also there there upgrade at any time, along with saving up to 25%, but going with a yearly plan.

As you can see, both plans offer access to all of the tools on Social Shark. The main difference is that the “Popular” plan offers a path to “Faster Growth and Double Engagement”. If you are on the fence, simply go with the Starter plan, then upgrade when you see fit.

Instagram marketing is super hot right now and it’s simply the best way to reach new audiences around the world. Social Shark makes the process even more affordable and effective than ever below.

To get started, simple take advantage of their 7-day free trial and see what Social Shark has to offer.

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Social Media

6 Reasons Every Business Needs Social Media Marketing in 2019

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Presenting consumers with a consistent brand presence across multiple platforms can increase business revenue by nearly 23 percent. For most business owners, finding a way to connect to a larger audience is a priority.

While most business owners have the desire to further their reach, many of them don’t know where to start. One of the best ways to attract quality sales leads is by investing time and money into social media marketing.

Social media sites like Facebook, Instagram, and Twitter get millions of visitors a day. Tapping into a fraction of this audience can take you from startup to a success story.

Are you on the fence about whether or not social media marketing is right for your business? If so, read below to find out why embracing this form of marketing is so important for small businesses.

1. Social Media Marketing Helps You Get the Word Out

One of the main benefits that come with using social media marketing is the ability it provides you to inform consumers. Modern consumers are hungry for information, which is why you need to do all you can to deliver it to them.

With a strong social media presence, you can consistently inform a large audience about the products and services you offer. You can take this one step further by investing in the making of a video.

Having the right mix of text and video content is essential when trying to make an impact on social media. Working with marketing professionals, like the ones at The Digital Agency is essential when trying to create engaging and informative content for your social media followers.

2. The Popularity Factor

Unless you have been living under a rock for the past decade, you know just how popular social media is. People from all corners of the world engage with social media forums on a daily basis.

Instead of letting your competition reap the benefits of an adequate social media marketing strategy, now is the time to embrace this form of marketing. Failing to follow marketing trends can affect the public’s perception of your business.

If you do not have a presence on social media, consumers may start to view your company as outdated. Not only can this affect your ability to attract a wider audience, it can also lead to your existing customers seeking out the help of a competitor. The time and energy invested in social media marketing will pay off in the long run.

3. A Cost-Effective Way to Market Your Business

If you are like most business owners, finding a way to save money is something you are passionate about. In the past, companies would spend thousands of dollars a month on print advertising.

Since the invention of social media, print advertising has started to wain in popularity. Not only is social media provide business owners with quality sales leads, but it is also cost-effective.

While using a social media service is free, you can spend money on targeted ads. Platforms like Facebook allow you to run customized ads. These ads allow you to target users based on factors like location, age, and interests. When done correctly, these ads will help you generate sales leads that actually convert.

4. A Great Way to Reach a Variety of Age Groups and Demographics

Some business owners have the misconception that social media is just for Millennials and Xennials. The truth is that social media attracts users from all age groups and demographics.

While it is important to develop content for your core audience, you will also need to find a way to give your products and services a universal appeal. The more people you can appeal to on social media, the easier you will find it to grow your company.

Things like interactive content provide a nearly universal appeal. People from all walks of life love filling out quizzes or looking at a video. By providing your audience with this type of content, you should have no problem growing your audience.

5. Receive Feedback from the People Who Matter the Most

Having a successful small business hinges on providing your customers with what they want. Interacting with your audience on social media is a great way to receive honest feedback about your products or services.

Becoming detached from the needs of your audience is a recipe for disaster. If consumers feel like you aren’t providing them with what they want, it will generally lead to them seeking out one of your competitors.

Conducting polls on social media regarding a new product or service can provide you with useful information. Take the feedback you receive and use it to optimize the products or services you provide can help you achieve the success you are after.

6. Address Customer Problems Quickly

Providing excellent customer service is essential when trying to keep your audience happy and loyal. Allowing consumers to instant message you on social media with problems they may have is a good idea.

Once you receive complaints on these platforms, you need to work on resolving them in a hurry. Showing your audience you are concerned about the experience they have with your company is essential.

Ignoring these messages may lead to your business receiving bad online reviews. Most tech-savvy consumers take the information in online reviews very seriously. Having a number of bad reviews can affect your ability to grow your customer base.

Working with Professionals Is a Must

Instead of trying to develop and execute social media marketing campaigns on your own, you should reach out for some professional help. A digital marketing professional can help you come up with a winning social media strategy and track the results of these campaigns with ease.

Looking for more information about social media marketing? If so, check out our article on how to an effective social media strategy can help grow your brand.

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Struggling to Get Instagram Followers? Use These 6 Proven Strategies

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Instagram is one of the hottest social media platforms on the internet. With a focus on visuals and video, there is really no surprise that everyone is flocking to the social app that is owned by Facebook, and continues to put up brilliant numbers every month.

Not only is the platform fun and exciting for their users, but also for advertisers and brands on Instagram as well. With their advantaged targeting options, and billions of users from around the world — it’s a win-win-win situation for users, advertisers, and of course, Facebook.

Even with all of these benefits in place, there are still going to be some obstacles and lessons to be learned along the way. If you’re struggling to increase your Instagram followers and likes, that doesn’t mean you should completely give up on including Instagram as part of your social media strategy. It just means you need to adjust your approach so you can tap into the network of more than one billion monthly active users who are ready and willing to consume your content.

Use Automation

Instagram automation platforms, also known as Instagram bots, are designed to handle getting followers for you. Simply pick some usernames that seem like they are part of your target audience, along with hashtags you’d like to follow, and let the bot take over for you. You can also use the bot to handle unfollowing the people who don’t follow you back within a few days, so you can strike a good balance or ratio between followers and those you are following.

You can use automation to like posts, too, which should help automatically increase your following. And certain platforms make it possible to automatically post your Instagram photos to your account so you can keep a steady flow of new content coming in for your audience. Though it’s possible to automate comments and direct messages for engagement, there are many who caution against it because you want your engagement to be as authentic as possible.

Steal from the Competition

Take a look at the accounts you’re competing with. They’ve definitely got the same type of followers you’re looking for – so why not take advantage of that and look through the people who are following them. Use your automation tools to start following people from the competition’s accounts, and you’ll see that many of them will follow you back – as long as you’ve got the kind of content that will keep them interested.

By piggybacking off the work your competitors have done building their following, you can put yourself in a better position to compete with them much quicker than if you completely ignore this option.

Pay Attention to Your Posting Times

When you don’t have much of a following, you’ll just have to pick a random posting time, then pay attention to your Instagram Analytics to see how much of an audience you reached. That is, unless, you make use of generalized data available from other sources. This article from ShareThis highlights data from various sources to indicate the best days and times to post your content for maximum engagement.

Mondays and Thursdays are the best days to post any time of the day, other than between 3 and 4 pm. Some brands do well during the Monday morning commute, between the hours of 8 am and 9 am. Video content, however, should be posted between the hours of 9 pm and 8 am, because it seems people would rather watch those from home than the office.

But, depending on which study or data you use, you may find inconsistencies. For instance, another study found that Wednesdays between 2 am and 5 pm EST is the best time to post, while another found that you’ll get the most engagement on Wednesdays at 3:00 p.m.
Thursdays at 5:00 a.m., 11:00 a.m., 3:00 p.m., and 4:00 p.m., and Fridays at 5:00 a.m.

That’s why it’s important to experiment on your own, because your audience and niche may account for variations from this average or standard timing. As time goes on, you’ll be able to notice specific patterns as you vary the time of day you post.

Ideally, you should be posting at a time when most of your audience is online and there to interact with your post as soon as it goes live on your profile. The more interaction you get within the short amount of time after it posts live, the better the chance you have at landing on the Instagram Explore tab, which can help you explode your following, too.

Research and Use Hashtags

Hashtags are used to categorize content across Instagram and make it easier for people to find content based on topics. You’re allowed to use up to 30 hashtags per photo/video and encouraged to use them to make your content reach a wider audience. Research hashtags to see what kind of content is there – you don’t want to accidentally make a hashtag mistake or use a banned hashtag – and make sure there’s not so much activity your content will get lost quickly.

Use a variety of hashtags and see which ones appear to be bringing you the most traffic. Use a mix of general, brand specific (you create those!) and niche specific hashtags for good measure.

Geotag Photos for Improved Local Discovery

You can attach a location to each one of your photos and videos, which can help boost local discovery. This is particularly helpful for businesses that want to do local marketing. People search for content based on their location when they are looking for something to do where they are, or planning a vacation to an area.

Run a Contest

One surefire way to increase your likes and follows is to run a contest. Not only will this increase your following, but it will also help increase your brand awareness, which is key for gaining customers. Choose the type of contest you want to run, create a hashtag, choose a prize, set the duration and the rules, then promote the heck out of it, give away the prize, announce the winner, and repeat.

Using any one of these methods will definitely help you see an uptick in your follower count. Using more than one, or all of these methods – which you can do all at the same time, will speed up your results, allowing you to cover more ground in a shorter period of time.

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