Like all social media channels, Facebook changes all the time.
This week we noticed an update to Facebook’s page manager panel.
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:
And here’s the updated version:
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.Read More
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.
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 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.
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.
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.
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.
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.
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.Read More
Marketing Derby Bondholder Customer Plus has teamed up with fellow Bondholder Status Social in a series of national customer service conferences.
Directors of the two business met at a Marketing Derby Bondholder event.
Richard Beevers, Director of Customer Plus, invited Status Social to address HouseMark events across the UK to advise housing associations on using social media more effectively.
@Status_Social great thought provoking presentation on how to make Social Media work for your business 😉
— simon durbin (@simontheref) January 27, 2017
“Social media is an integral part of customer service in the 21st century so it made sense to encourage housing associations to use it more. It made sense to team up with the experts from Status Social.”
Status Social director Mark Saxby says the collaboration shows the value of Marketing Derby Bondholder events:
“After hearing Richard speak about customer service at Customer Plus’s event at the University of Derby I knew a strong partnership could be formed. Richard’s amazing customer service knowledge teamed with our social media expertise is a strong combination and is already starting to open up strong opportunities for both of us.”
Customer Plus and Status Social also have plans for 2017. Representatives from the two companies spoke at a conference in Cheshire in January, and they will be talking to a national train company about improving its social media activity.
Have you got a social media strategy for your business?
To find out how we can help you to find leads while boosting both sales and brand awareness, get in touch with one of our expert social media consultants today.Read More
Can social media help people achieve their health and fitness goals?
This is a question we already explored with our social media for gyms campaign. But it’s one thing to use Twitter to encourage people to join a gym. This time, the challenge was to use Facebook to encourage people to attend exercise classes.
24 Fit is a Derby-based fitness group that puts on about 30 exercise classes a week.
In early 2017 they planned to launch a number of new classes in a number of new venues. They approached us in late 2016 with a relatively simple brief – to use Facebook to generate awareness of these new classes.
A good metric by which to measure the influence of a Facebook page is through the number of people who saw the page content (known as “reach”).
When we took over the management of 24 Fit Derby’s Facebook page, it had a weekly reach of around 200.
In just six weeks, we’d boosted this weekly reach to over 200,000. We also generated over 200 link clicks and increased the page likes by over 100:
Our Strategy – Get People Excited
Our first step was to check 24 Fit Derby’s Facebook Insights to see when their fans were most active. We found there to be spikes of activity at 9:00am, 5:00pm, 7:00pm, and 9:00pm, so we decided to post four times a day during these periods of peak activity.
Next, we created Facebook events for all of the upcoming classes that 24 Fit wished to fill. There were three benefits to doing this:
1) It created a comprehensive timetable of classes on the group’s increasingly-popular Facebook page.
2) It gave anyone interested in attending all the information they needed, along with a place where they could ask any additional questions.
3) It ensured that anyone who registered their interest in each event would receive regular notifications in advance, increasing the likelihood they’d attend.
With our ideal posting times in place, and with our calendar of events sorted, the next step was to do all we could to get people engaged and excited on Facebook.
What Sort of Posts Work Best on Facebook?
24 Fit shared a huge amount of photos and videos with us, so we had plenty of content to work with. We also attended and filmed a few classes ourselves, one of which we streamed live.
It soon became clear that when it comes to boosting reach and engagement on Facebook, nothing is more effective than video.
We posted at least one video a day, with captions that were carefully crafted to encourage engagement. We used an energetic and effusive tone.
Whenever anyone commented on our posts, we answered them as quickly as possible. Even when they weren’t asking a direct question, we’d still make a point of acknowledging their input.
This sent a message to Facebook that this was an active and popular page, and it’s possible that the algorithm reacted accordingly: The more people engaged, and the more we interacted, the more people our posts reached.
If a post was performing particularly well, we’d boost it. By paying a small amount, we grew the reach by thousands.
The Results – A Phenomenally Popular Facebook Page
Things took off quickly. The following screenshots demonstrate how 24 Fit Derby’s Facebook page grew on a daily basis in just one week in early January. Pay particular attention to the reach, which by the end of the week had grown by 2,877%:
And as the post stats demonstrate, most of this reach was organic. Boosting posts certainly helped, but the reach would have been impressive enough regardless:
By the end of the campaign the page’s reach, which had peaked at 202,633, had dipped. But given that the reach stood at around 250 when we took over the account, this still represented a major boost:
So can social media help people to achieve their health and fitness goals?
This case study demonstrates that Facebook can prove extremely effective at generating awareness and kindling excitement for exercise classes.
And as we’ve proven with previous case studies, Twitter can be used to encourage people to actually sign up to these classes, or even to invest in gym memberships.
Are you a personal trainer looking to fill your timetable? Or perhaps you run a gym and you wish to boost your membership numbers.
In any case, get in touch and we’ll show you how to achieve your goals on social media.Read More
A Derby-based refugee charity is to receive more than £5000 of free social media training and consultation after becoming Status Social’s 2017 Charity of the Year.
Upbeat Communities provides support for those newly arrived in the UK and helps people who have been through the asylum process and granted refugee status.
It has recently received funding to roll out its Welcome Box scheme nationally in which asylum seekers are helped to feel at home in their place of arrival. Upbeat Communities also puts on English classes and helps refugees become integrated in their communities.
As our Charity of the Year, Upbeat Communities will go through a social media strategy workshop process before its staff receive training on relevant social networks. It will also receive ongoing consultation.
Status Social director Kerry Saxby said that, with 18 applicants, choosing the 2017 Charity of the Year was the hardest it had ever been:
For the first time, we decided we couldn’t decide by application form alone but had to shortlist and carry out interviews too.
The passion of the team at Upbeat Communities really shone through and the potential of the charity is enormous.
Upbeat Communities CEO Karina Martin said:
We’re delighted to be Status Social’s charity of the year! We’re at a key point in our growth as an organisation, as we provide more services for refugees across Derbyshire and beyond.
Every day, we hear moving stories from people who have fled extreme violence and danger and are seeking safety in the UK. Being able to better use social media to share their stories means we can help more strangers become neighbours and invite more people to join our vision too.
Status Social director, Mark Saxby, added:
We are really looking forward to helping Upbeat Communities make a difference – in 2016, for example, First Steps doubled their social media reach and our support helped them generate an extra £90,000 in funding.
We know the subject of asylum seekers and refugees can be a controversial one – and we love being counter-cultural at Status Social!