Social Media News: Facebook Messenger has a New Customer Service Feature
Facebook Messenger is becoming more business oriented with new features that will supposedly reduce emails received from retailers and also streamline the customer service experience across companies. The newest feature to Messenger is called Businesses on Messenger, which is set to launch soon. To sign up for a business account on messenger click here.
Businesses on Messenger was created with the intention that everything a customer needs after placing an order will be in one place, including the ability to speak with a representative to solve problems related to the order. The hope is to enhance communication between businesses and consumers. It also will assist businesses in meeting the personalization standards that consumers expect in todays digital world.
Social Media Tip of the Month: Use Social Media to Monitor/Respond
Mentions of your company can be monitored on social media when consumers name the company in a comment or when the account gets tweeted at. You can use free online tools such as twazzup. If customers are praising a product or service, be sure to thank them for their business and/or share their post. If a customer is frustrated about a product or service, respond to him/her empathetically and offer a solution to the problem.
Social Media Platform of the Month: Unmetric
Unmetric is an idea-generating tool that shows users successful marketing campaigns. It also reports what is and isnt working for companies according to consumer reaction. This site is a competitive intelligence and social media analytics platform. Unmetric even offers alerts when content is driving a higher than average amount of engagement.
Unmetric uses a system called Intelligent Workflow to help users compare brands, analyze social media efforts and form ideas that lead to creating engaging content.
This platform is an easy way to track campaigns, and it has many other benefits such as improving customer service efforts, comparing your marketing efforts with your competition and discovering the strategies that make big brands so successful. The service starts at $490 per month for 12 months. Unmetric is an official partner of Twitter.