Digital Marketing Intern
This experience not only taught me valuable skills, but it also helped enhanced my passion and really solidified my interest for the field of Marketing.
If you are in the hospitality industry, the term “Moment of Truth” may sound familiar. The phrase was coined by Jan Calzon, former president of Scandinavian Airlines in 1986 as “anytime a customer comes into contact with any aspect of a business, is an opportunity to form an impression.” For many years, hospitality companies used this concept to create customer service success. But now, more than ever, is the time to “zero” in on another moment. Continue Reading
by Miguel De La Rosa, Senior Account Manager
At F8, Facebook’s annual developer conference, Mark Zuckerberg announced a number of changes to its Messenger Platform including better ways to express themselves through GIFs, photos, videos, audio clips, and more. But most notably, Facebook wants businesses and brands to connect on a deeper level through Messenger. Through this enhanced experience, customers can have rich, personal conversations with businesses. But what does that even mean? Here’s a breakdown of the major benefits of why businesses should be jumping for joy and chomping at the bit to get their hands of the Business on Messenger Preview:
Facebook as a Customer Service Tool.
For the past few years, people have engaged with brand Facebook pages through comments, likes, shares, and reviews. Previously, direct messages could only be initiated by a fan of the page – and rarely will a big brand ever respond in a timely manner. Facebook is making a strong push through enabling brands to send order confirmations and shipping status updates straight through messenger. One of the coolest features is that you can modify, track, and return an order straight through Messenger.
Email Will Be A Thing Of The Past.
At YBV, internal e-mail drives us crazy. And it sure looks like Facebook is aiming for Businesses on Messenger to drastically reduce the number of customer service emails you receive in your inbox. And I’m totally fine with that. The amount of detail that Messenger will provide you allows the customer to keep all of their order information in one place. And better yet, businesses and brands are able to reach out to you directly if their customers need to change anything. Now, that’s what we call real-time
If You Already Do Live Chat, Messenger Makes It Better.
For bigger brands that already facilitate customer service using live chat, Messenger is partnering with Zendesk so all communication can run through Messenger. Beyond this integration, businesses can send push notifications straight to you even if your business or brand doesn’t have an app. In my opinion, this is huge. For the longest time, if you were a business, you NEEDED an app in order to this. Facebook is making it ten times easier by giving brands this capability.
It still remains to be seen whether or not Businesses on Messenger will be the gold standard for customer service through social media, but it definitely will teach 1 billion people that it’s OK to ask brands questions via direct messages. For agencies that focus on outsourced social media management, this presents a huge opportunity since answering those questions need to be managed for someone. (Ahem, YBV has been doing this for years.)
Image Source: https://messenger.com/business
Does your business plan to use Facebook’s Messenger for Business? Leave a comment below and let me know your thoughts!
Miguel de la Rosa
Your Brand Voice
Senior Account Manager
Today, more and more people are turning to Facebook, Twitter, and various review sites to express their disappointment of the service provided by many restaurants, retail stores, and service providers. However, many of these business do not have the time nor the knowledge on how to effectively manage their online reputation.
In today’s world information is provided to us in real time which means customers are expecting a solution when they want it. By utilizing these listening tools paired with the right process, service providers will be able to successfully provide social media customer service.
Step#1: Utilize Hootsuite.
Hootsuite, an online social media dashboard tool, allows users to “listen” to multiple social profiles and respond to them in real time. With listening, users of Hootsuite may notified when a displeased customer is speaking about their brand via Facebook, Twitter, or Instagram. This is especially valuable because it allows service providers to respond and react in real time in order to provide the proper solution for their customers.
Step#2: Hire the right team.
Whether you have the budget to hire and train an entire social media command center or outsource your social media support team, it is imperative you hire the right team to continue to listen to complaints and requests throughout the entire day. Remember,social media isn’t just 9-5, but 24/7.
Step#3: Continue to be active on Social Media.
Once a company has built a successful brand online, it is important that the company remains active on Social Media. This is important because it allows your followers or fans know that you are accessible via social media. Most brands are afraid of answering to complaints, but once people see that your company response and reacts quickly, it will easily change their perception of your brand in a positive light.
At the end of the day, social presence for a brand is an invaluable asset that fosters loyalty and creates lifelong customers for a brand. With the right pieces put into place, a small business can succeed through growth of this loyal customer base while keeping advertising costs low and impressions on the rise.
Miguel de la Rosa
Your Brand Voice
Social Media Manager
One year ago today, the guy on the left and the guy on the right started working at the YBV Office in Orlando with the guy in the middle, who had taken a leap of faith in two 22 year olds, fresh out of Indiana State University to come help him run a digital marketing agency, full time. Now a year later the three of them are still madly passionate about what they joined forces for and continue to admire the individual skills that all 3 of them bring to the table. Cheers!