There isn’t much better than sharing a happy moment on social media.
We adore the companies that provide their clients with these moments (as customers of some of these brands, we particularly love when it happens to us). When we communicate with customers online, we also want to delight them consistently.
Engaging in social media looks like a no-brainer tactic, and it ought to be done by everyone, right? However, it undoubtedly has gaps and uncertainties.
Should you be answering everyone’s message?
How can you be certain that you record every mention?
What are the most effective means of speedy response?
We’ll go over some of the factors that support the business case for investing in interaction in this piece, as well as some practical advice and strategies for mastering engagement on Twitter, Facebook, and Instagram.
Simply replying is one of the quickest and simplest ways to stand out on social media. You’re way ahead of the curve if you always respond to all of your consumers positively and helpfully.
Yes, all it takes is interacting with those interested in interacting with you. Eighty-eight percent of brands don’t reply to communications requiring a response, according to a statistic you’ve probably heard before. Really! By participating, you can join the privileged 12 percent.
If you want some advice on achieving that, just let us know.
Let’s start by going over some of the advantages and the “why” behind social media participation before we get into the specifics of the tools and workflows on the main social networks.
You can count on us to get you there. This comprehensive guide to customer service and social media includes dozens of suggestions you can use immediately to wow your clients.
1. Participation in social media is visible
Engaging in social media can help you boost your business’s voice and tone and put your interactions in front of more people.
Consider some private contacts you have with your clients, such as those that take place over email or other traditional customer service channels. However, at least initially, these exchanges can be made public through social media platforms like Twitter. The same holds when interacting with your audience through Facebook or Instagram comments.
Your audience is already wowed by you on other channels like live chat and email.
With social media, everyone can see the awesomeness you’re producing.
A far broader audience is now exposed to those incredible audience interactions that generate powerful word-of-mouth marketing for you.
Customers—both current and potential—get to witness firsthand your responsiveness and active support for your goods and services.
2. Social media interaction is swift and targeted
By conversing with your audience about certain issues, campaigns, or challenges they are having, you may quickly and effectively give delight.
Something remarkable occurs when you concentrate on the brief and sweet:
Your audience’s entry-level requirements substantially decrease. They can easily communicate with you at any time.
You can respond more quickly and engage more fully when the issue is narrow and specific. We enjoy engaging in marketing discussions with our followers on Twitter or responding to inquiries through direct messages.
And one significant reason that has an impact on the bottom line is that quicker responses result in happier customers, which increases ROI. Faster reactions, according to research, actually bring in money for brands.
Social media is frequently chosen over other forms of contact due to its quickness and friendliness. And the quicker you reply to your audience, the more likely it is that they will recognize social media platforms like Instagram, Facebook, and Twitter as excellent channels for getting in touch with your business.
3. Your customers are on social media. Being responsive on social media will greatly increase engagement.
At Buffer, a sizable portion of our audience is always using social media. Because of where they are, reaching out and making contact frequently makes the most sense for them.
Social networking platforms give users a quick way to move from surfing to conversing at any time. These conversations are increasingly focused on brands on social media, where customers are starting to expect prompt resolutions to their issues and genuine participation in their discussions.
Using a social media engagement tool is one of the finest ways we’ve found to ensure you catch all of these interactions. There are several excellent ones available.
maximizing interaction on Facebook and Instagram
Under the Facebook umbrella are the largest social networks in the world, and businesses that use their Facebook Page and Instagram profiles effectively may provide their audience with excellent experiences.
It all starts with the proper setup. Starting with Instagram,
1. Completely provide your contact information
By taking the time to establish an extensive profile, you can demonstrate to others that you are dedicated to supporting them on social media. The obvious components, such as the profile image and description, are included. By the way, if you look back through our podcast archives, we recently did an entire episode on Instagram bios.
But in addition to these fundamentals, we strongly advise providing the category, location, and contact information. This demonstrates to your audience that you’re open to communicating with them in a manner that suits them best, whether that be by direct message (DM), reaction to a Story, email, or in-person.The same recommendation applies to your Facebook Page. Take the time to properly fill out the form, including the sections for your cover photo, profile picture, and about you. Additionally, make certain that all of your contact details are included.
As an added plus, if you’re actively interacting with users on these networks, those interactions will probably be pretty obvious to anyone who sees your website. You may navigate through Instagram comments and see the responses to postings on Facebook, for example. You may develop a favorable opinion of a brand if you see that it frequently enters the comments section to respond to queries and share emoticons.
2. Make the most of social engagement tools
The other important piece of advice we want to provide you about engaging on Facebook and Instagram is to use some of the fresh features that both networks are introducing to make managing discussions even simpler. Many interesting announcements have recently been made. You may be familiar with Threads, a brand-new standalone app from Instagram designed for one-on-one, private talks. It’s still unclear how brands will use this technology specifically, but it’s important to watch.