Twitter Media Studio – Have You Tried It Yet?

Posted by on Jun 21, 2017 in Blog | 0 comments

Twitter Media Studio – Have You Tried It Yet?

The Twitter Media Studio has been described as Twitter’s “best kept secret”.

It has so many features – we’re still discovering new ones!

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In June 2017 Twitter very quietly updated itself, as social media platforms are wont to do. The whole platform now looks a lot cleaner and a bit more playful.

But one feature is so new it hasn’t even appeared on every account we manage yet: Increased access to the Twitter Media Studio.

What Is The Twitter Media Studio?

Twitter announced its Media Studio in August 2016. It was introduced it as a “comprehensive desktop destination where you can access all of our video publishing tools and resources in one place.” But as well as video, the dashboard also lets you view all of your images and GIFs.

Take a look at some of its key features:

Twitter Media Studio Features

Beyond this announcement, Twitter didn’t do much to promote its Media Studio. Indeed, initially only selected partners could access these features. Amanda Webb at Agora Pulse believes that Apple were early adopters. They appear to be using the dashboard to distribute Tweets while keeping their feed empty.

In March 2017, Twitter made its Media Studio available to all users. As far as we can tell though, you need to have a Twitter Ads account to access the features.

And that’s where things get interesting!

Can YOU Access The Twitter Media Centre?

As I said earlier, at the time of writing we’re only able to access Twitter Media Centre on one of our client’s accounts: That of Kinedo by Saniflo, the exceptionally talented manufacturers of stylish shower cubicles.

This is what we see on the drop down menu when we click on Kinedo’s Twitter icon while signed into their account:

Twitter Media Studio

By point of comparison, here’s what we saw on the drop down menu when signed into the Status Social Twitter account:

Twitter Media Studio - Status Social

Not a sausage!

At first we thought that this had something to do with Twitter Ads. We’ve not used Twitter Ads on any of the accounts we currently manage. We thought that perhaps Kinedo had experimented with paid content on Twitter before they started working with us. But we asked for clarification, and they told us that they’ve never signed up for Twitter Ads either.

So how do you get the Twitter Media Centre?

We wish we could give you a straight answer but there isn’t one! We managed to get one set up for another one of our clients through studio.twitter.com but “Media Studio” still doesn’t appear on their Twitter drop down menu. Yet, we went through the same process for Status Social and it now appears on ours!

We set one up using a link to the Twitter ads account, clicking on the ‘Creatives’ tab at the top of the screen and choosing the ‘Media’ option. But this process wasn’t available for another of our accounts!

Let us know if you’re able to access the Twitter Media Centre.

What Does The Twitter Media Centre Look Like?

Maybe you can’t access the Twitter Media Centre from your account. Maybe you’re unwilling to set up a Twitter Ads account. In any case, you might have to wait a while before you access your dashboard.

So let us give you a sneak preview of what it looks like:

Twitter Media Studio Dashboard

That’s Kinedo’s Twitter Media Studio Dashboard. We tend to add an image to every Tweet we send out, so it’s essentially an archive of every tweet we’ve ever written for them. There’s a powerful search function as well as the ability to filter photos, videos, and GIFs.

With that “Upload Media” button in the top right, you can upload new photos, videos or GIFs for later use. This might make it easier to manage our clients’ social media accounts. If we have a useful image that we’re not quite ready to use yet, we can now upload it so it’ll be ready when we are.

If you click on one of the photos, you see this:

Twitter Media Studio - Media Detail

You get the original body of the Tweet along with the precise date and time when it was first uploaded. You get the ability to specify user accounts to share the photo with. There’s also an option to use the same photo in a new tweet.

It is possible to schedule new tweets directly from the Media Centre. But so far, it seems a lot more fiddly, and a lot less powerful, than the scheduling platforms we currently use.

Twitter Media Studio offers so many features that it’s going to take us a while to work out how to make the most of it. And by the time you read this post, it’s possible that this feature will have been rolled out to all users.

But we can’t wait to start experimenting. And we look forward to learning just how many of you can access this dashboard!

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WhatsApp For Sales – How A Midlands Luxury Watchmaker Became Social Media Pioneers

Posted by on May 17, 2017 in Blog | 0 comments

WhatsApp For Sales – How A Midlands Luxury Watchmaker Became Social Media Pioneers

Midlands watchmakers are pioneering a new way to use WhatsApp for sales.

They’ve transformed the messaging app into a communication channel for luxury brands. In this post, we’ll explore how you can do the same for your business.

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So you want to buy a luxury watch. But where should you look?

Well, you could always head to the high streets of Geneva, Paris, or London.

Or you could simply get your smartphone out and head for WhatsApp.

Midlands-based MJJ Watches was established in 2012 by Matthew Jones. From day one, the majority of his clients have been professional footballers. MJJ has sold to soccer stars across the world, including those at football clubs in China, such as Guangzhou FC.

Now 10% of its sales come through WhatsApp.

WhatsApp for Sales

WhatsApp For Sales: A Communication Channel for Luxury Brands

MJJ’s communication channel is somewhat different to traditional luxury brands. Customers tend to see luxury goods as an investment, not a consumable. So selling luxury goods usually requires a lot of face-to-face communication. Because of this, purchasing luxury goods can be quite an intimate experience.

MJJ Watches attempted to use WhatsApp to recreate this intimacy. So how did they do it?

WhatsApp for Sales

WhatsApp For Sales: So Personal yet So Formal

When using WhatsApp for customer service, you can see when customers are online. You can also see when they’re typing, and when they’ve read your messages. MJJ says this makes things more intimate, making it easier to build the strong relationships necessary to sell luxury goods.

But WhatsApp alone doesn’t convert clients, so MJJ use it as part of a wider social media strategy.

MJJ regularly post high quality images of their goods on social media platforms including Instagram, Twitter and Facebook. This has resulted in widespread brand awareness. Customers are invited to open up a dialogue, and this dialogue is conducted through WhatsApp.

There are two vital lessons to take from this:

1. You Need to Innovate. Your business must evolve at the same pace as the world you operate in. The luxury goods industry is defined by its traditions. A luxury goods company wouldn’t have even considered sales through electronic mediums 20 years ago. However, through successfully embracing new technologies, MJJ has marked itself as a pioneer.

2. You Need a Social Media Strategy. MJJ realised the importance of understanding what networks work best for them, and developed a strategy tailored to help them meet their goals. Although WhatsApp has proven to be very powerful, it would be nothing without the brand awareness developed on Twitter, Facebook, and Instagram.

Read how London based jeweller Diamond Rose uses WhatsApp as a customer service tool.

How’s your business performing on social media?

MJJ uses social media to boost brand awareness and drive sales, all while delivering the highest possible standards of customer service.

We can show you how to do the same.

We’ll work with you to develop a bespoke social media strategy. We’ll help you to identify your business goals, tell you which platforms you need to be on, and show you how to use them to achieve your objectives.

Get in touch to find out how we can help you achieve your objectives through social media!

 

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Facebook Quietly Updates Itself Overnight

Posted by on Apr 5, 2017 in Blog, Social Media Tips | 0 comments

Facebook Quietly Updates Itself Overnight

Like all social media channels, Facebook changes all the time.

This week we noticed an update to Facebook’s page manager panel.

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What’s the Facebook page manager panel?

If you manage pages on Facebook, it’s the column that appears to the right of your homepage. It gives you a quick overview of how your pages have performed over the past week.

Here’s what it used to look like:

Facebook Page Manager BEFORE

And here’s the updated version:

 

Facebook Page Update April 2017
What’s changed?

1. The panel has grown. It now shows a lot more information, and it’s a lot more interactive. But doesn’t it look less cluttered?

2. It lets you know if you’ve any new notifications or messages.

3. There’s a means of updating the page directly from your homepage. You can publish a post, upload a photo, create an event, or start a promotion.

4. The panel used to display your page’s reach (the number of people who saw your content in the past week). Instead, you can now choose to view your likes, your views, and some essential information about how many comments and shares your posts received.

5. The “sell more Eventbrite tickets” bit looks like a “tip”, the sort you see on Facebook Event pages. This may vary from day to day.

6. You can scroll through your five most recent posts. It tells you how many likes each received, but again, no reach. You have the option to boost each one, so this update is possibly designed to encourage people to spend money promoting posts.

What does this mean?

All of us at Status Social manage Facebook pages for our clients. But not all of us saw this update!

Sometimes Facebook tests certain features with certain users. New features are only rolled out to all users if they perform well enough.

So this might be an experiment on Facebook’s part. Or it might be a sneak preview of how your Facebook homepage will evolve in the very near future.

And it’s a good evolution – this new page manager panel is a lot easier to use than the old one. You can perform a lot of basic functions directly from your homepage.

This strikes me as the sort of thing that I’ll soon take for granted. I may start wondering how I ever got by without this function.

But what are the implications of this update?

First, as Facebook Pages are primarily used by businesses, we can view this as a move to make the whole platform more accessible for businesses.

The numerous prompts to boost posts and to promote the page confirms Facebook’s motivation for making their platform more business-friendly: They want to make money through promotions!

But more importantly, this new page manager panel does not show you your page’s reach. You can still view your page’s reach on the page itself, and by accessing Insights. But maybe that’ll change soon, too.

Instead of reach, you’re shown the number of likes your page has. You’re also shown how many likes each of your five most recent posts received.

This suggests that Facebook may not care about reach as much as you. They’re all about the engagement!

Elliot Davies is a social media manager at Status Social. He looks after numerous accounts for our clients, generating leads and increasing brand awareness. Find out more about his results on our case studies page.

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5 Rules for Great Customer Service on Social Media

Posted by on Mar 15, 2017 in Blog | 0 comments

5 Rules for Great Customer Service on Social Media

Customer service on social media.

Get it right and your customers will love you.

Get it wrong and you’ll be forever used as an example of how not to conduct yourself online.

Here’s how to get it right.

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We’ve all been there.

A negative review. An unhappy customer. A strongly worded letter.

Don’t take it personally and don’t panic.

Research finds that an estimated 67% of consumers use Twitter or Facebook for customer service enquiries. In this blog, we’ll explore five things to keep in mind when it comes to customer service on social media.

These five rules will help you minimise damage to your brand and turn lemons into lemonade.

Get Clarification

Get an understanding of what’s happened.

You might be tempted to disagree with the complaint or defend the situation. Instead, politely acknowledge the comment. If necessary, ask for further information. If you’d rather take it offline, you can request a direct message (DM).

It might sound like social suicide to continue the disagreement in public. But if it can be resolved quickly, other customers visiting your page will appreciate seeing a timely resolution.

Be Honest

So you’ve got the customer’s perspective of what’s happened. It could be a catastrophe or it could be an admin error. In any case, your reply should be human and genuine.

Let the customer know what the next step is and when they should expect an update. If you’ve told the customer you’ll get back to them within a certain time period but haven’t had an update, don’t just leave them in the dark. Be honest and open.

Customer service on social media

Be Human

Many keyboard warriors can be defeated with one quick and easy step:

Use your name!

It’s much harder for someone to be very angry or disappointed when they know they’re complaining to an individual rather than a computer.

A name, an honest response, and a request for their side of the story will reassure the customer that they’re being taken seriously, and that their problem will be resolved.

Understand

You’ll find customer service on social media a lot easier if you have a thorough understanding of:

1. The process for customer complaints

2. Who you need to contact

3. The product or service that you’re working with

4. Your brand

5. Your tone of voice

When a third party handle your customer service on social media, it’s essential to have a clear line of communication and a guide for handling complaints.

This is why we help our clients produce FAQs so we can respond to customers quickly and effectively.

Crisis Management

Research shows that 72% of customers expect a response within an hour on Twitter. 38% will talk negatively about your service if you don’t respond and 60% of those will then go on to other networks to complain about you.

Think about how long it takes to type 140 characters, especially if you’re fuelled with rage. Things can escalate quickly.

If someone influential is complaining about your company, this could have a ripple effect with a wider audience. You may lose control of the situation.

In these circumstances, don’t tackle it on your own. Get a second opinion. Gather evidence to support what’s happened. And if things are getting really serious, think about a company statement that will help diffuse the complaint.

Then, get back to regularly sharing excellent content, the sort your loyal audience will value and engage with. This will encourage positive interactions on the page.

Context is Everything

Of course the customer’s always right. But context is everything. Does the customer just want a gesture because they’re disgruntled, or are they genuinely upset about their experience?

Don’t let things spiral out of control. You can keep on top of your complaints by regularly checking your social media accounts throughout the day. This can be time consuming so dedicate a certain amount of time for each check.

If you’ve left it too long, prioritise the notifications that need immediate action. You can handle any positive or neutral comments once you’ve a bit more time on your hands. If you think a complaint doesn’t need a response, it’s still worth asking someone else for a second opinion.

Top tip: When you’re handling responses make sure you’re sociable and you actually care about resolving the problem.

How Good Is Your Customer Service on Social Media?

Have you ever had a social media crisis on your hands?

We’re here to help.

Get in touch for a free consultation so you’re better prepared next time.

Further Reading

We know the hospitality industry is a hot spot for social media feedback, so we wrote this blog on how to manage your online reputation.

Here’s 10 of the most brilliant social media customer service exchanges.

And finally, read the story of how Joshie the Giraffe became a customer service sensation online.

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How To Revive An Inactive Social Media Account

Posted by on Mar 3, 2017 in Blog, Case studies | 0 comments

How To Revive An Inactive Social Media Account

What’s white, shiny, and seen 153,442 times?

It’s the Derby Christmas Ice Rink of course!

Our task was to reignite the Derby Christmas Ice Rink Facebook and Twitter profiles following nine months of inactivity.

We beat the key performance indicators set by the client, Showplace, by 103% on Facebook and 29% on Twitter.

Reviving Inactive Social Media Accounts – How Did We Do It?  

Using Twitter, we found influential people and businesses in the Derby area and tweeted them about the arrival of the Christmas ice rink. We used emotive language and an enthusiastic tone of voice. This encouraged the recipients of the tweets to share them with their followers and click through to the ice rink website.

Derby Christmas Ice Rink - How to revive an Inactive Social Media account

Derby Christmas Ice Rink - How to revive an Inactive Social Media account

Derby Christmas Ice Rink - How to revive an Inactive Social Media account

Derby Christmas Ice Rink - How to revive an Inactive Social Media account

On Facebook we used the audience we built up during a previous campaign. We posted content we knew they would engage with and share with their friends. In this way, the audience effectively sold the ice rink for us on Facebook.

We created an immediate impact by tailoring the content for the most engaged audience: women aged 18 to 44. So within two months, 101,542 people saw our activity on Facebook. That’s an average of 887 people per post.

The Twitter target was for our tweets to be seen 40,000 times throughout the campaign. They were viewed 51,900 times in just over seven weeks.

Across both platforms, we saw 211 website clicks and 767 post engagements.

Plus, it gave me the chance to find entertaining ice skating videos for content!

 

Learn how we used social media to promote beer festivals or increase gym subscriptions.

And find out how we revived inactive social media accounts for the Format Photography Festival and the Derby Book Festival.

To talk to one of our expert social media consultants, call 01332 776910 or email hello@statussocial.co.uk.

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