Tips on how to start setting up a social media plan for your business and the customer service tools provided by Twitter and Facebook

1. BE HEROES AT SOCIAL
CUSTOMER SERVICE

2. Melissa Fach
@SEOAware
Social & Community Manager for
Pubcon
• B.A. Psych & M.A. Mental Health
• Consultant & Company Training
• Writer
• Cat Slave
• Superman Fan

4. GOOD CUSTOMER SERVICE STARTS WITH PLANNING!
WHAT ARE OUR COMPANY VALUES?
@SEOAware
CORE VALUES, BRANDING & CUSTOMER SERVICE

5. CORE VALUES
@SEOAware
WHO YOU ARE
WHAT YOU BELIEVE IN
WHAT YOUR COMPANY
REPRESENTS
HOW CUSTOMERS WILL BE
TREATED

6. THEY DETERMINE EVERYTHING!
HOW CUSTOMERS ARE TREATED.
HOW EMPLOYEES BEHAVE.
HOW DECISIONS ARE MADE.
@SEOAware
CORE VALUES

7. ARE A HUGE PART OF COMPANY BRANDING!
WHO ARE YOU AND WHAT CAN PEOPLE EXPECT FROM YOU?
IF THE CUSTOMER DOESN’T TRUST YOU,
YOU HAVE NOTHING!
@SEOAware
CORE VALUES

8. TIP FROM FACEBOOK FOR MESSENGER
@SEOAware

11. BRAND CONTINUITY IS CRITICAL!!
CUSTOMER SATISFACTION REMAINS CONSISTENT.
ENSURES CONSISTENCY FOR CURRENT & FUTURE EMPLOYEES.
THERE ARE NO EXCUSES.
WHY BOTHER?
@SEOAware

12. ONLINE & OFFLINE CONSISTENCY

13. NO MATTER WHO IS RESPONDING!
NO MATTER WHO IS WORKING!
EVERYONE IS TREATED THE SAME!
SEEMLESS SUPPORT
@SEOAware

14. ONLINE & OFFLINE
CUSTOMER SERVICE IS CONSISTENT!
MOST IMPORTANT!!!!!
@SEOAware

15. YOUR TEAM: BRAND GUARDIANS

16. HAS TO LIKE PEOPLE.
“WHAT DO YOU THINK OF PEOPLE?” Interview Question
TOLERANCE, SELF-CONTROL, & TEMPERAMENT.
WRONG CHOICE COULD LEAD TO DISASTER.
HIRING THE RIGHT PEOPLE
@SEOAware

17. @SEOAware

18. THE JOB: HELP SOMEONE IN NEED

19. @SEOAware

21. CREATE PROTOCOLS & PROCEDURES
@SEOAware
• Crisis Management
• Complaints
• Trolls
• User Error
• Support / Help
• Community Support
• Questions
• Requests
• Suggestions
• Billing

23. https://about.twitter.com/company
TWITTER IS NOT DYING…
@SEOAware

24. ‘When turned on, the filter can improve the quality of Tweets you see by
using a variety of signals, such as account origin and behavior.
…filters lower-quality content, like duplicate Tweets or content that
appears to be automated, from your notifications and other parts of
your Twitter experience…”
http://bit.ly/TwitterQualitySetting
AUG 18, 2016 – QUALITY FILTER
@SEOAware

25. “Twitter Dashboard is a powerful tool to connect businesses with
their fans, customers, and community.”
Built-in social listening
“Dashboard helps you get right to the Tweets that matter and
engage more with your customers and community. Start by
creating a custom feed to find out what’s being said about your
business — not just the Tweets mentioning your account.”
TWITTER DASHBOARD – SO EASY!
@SEOAwarehttps://dashboard.twitter.com/

26. TWITTER DASHBOARD – NOTIFICATIONS FIRST
@SEOAwarehttps://dashboard.twitter.com/

27. TWITTER DASHBOARD
@SEOAwarehttps://dashboard.twitter.com/

28. TWITTER DASHBOARD – SCHEDULING
@SEOAwarehttps://dashboard.twitter.com/

29. TWITTER DASHBOARD – ANALYTICS
@SEOAwarehttps://dashboard.twitter.com/

30. “These features can be activated on a new Customer support
settings page on the Twitter Dashboard website.
All of them require a business to first enable the setting to receive Direct
Messages from anyone.”
http://bit.ly/availabilityhours
TWITTER DASHBOARD – SET AVAILABILITY HOURS
@SEOAware

31. “Businesses can display hours of
availability on their profile to help
set people’s expectations for when
they are likely to reply.
These businesses’ profiles will also
display a more prominent button
to start a Direct Message so people
know the business offers support
privately.”
http://bit.ly/availabilityhours
SET AVAILABILITY HOURS
@SEOAware

32. “Businesses can now indicate that
they provide support, which adds
that information to suggestions
when people search for a business,
@mention a business in a Tweet, or
find a business in Direct Messages.”
http://bit.ly/availabilityhours
SET AVAILABILITY HOURS
@SEOAware

33. https://dashboard.twitter.com/i/settings/support
TWITTER DASHBOARD AVAILABILITY HOURS
@SEOAware

34. TWITTER DASHBOARD AVAILABILITY HOURS
@SEOAware

35. https://dashboard.twitter.com/i/settings/support
TWITTER DASHBOARD AVAILABILITY HOURS
@SEOAware

36. TWITTER announced new customer service tools:
“…many of our advertisers tell us that over 80% of their
inbound social customer service requests happen on Twitter.”
http://bit.ly/1KycJ7H
FEB 18, 2016
@SEOAware
FEB 18, 2016

37. http://bit.ly/1KycJ7H
TWITTER CUSTOMER SERVICE
@SEOAware

38. Using this new feature is easy. It requires that your Twitter account
settings are set to “Receive Direct Messages from Anyone”
Go to (Settings > Security and Privacy > Privacy), and that you include a
link in your Tweet using the following format.
https://twitter.com/messages/compose?recipient_id={your account’s
numeric user ID}
http://bit.ly/1Q0K32S
HOW TO ADD IT TO A TWEET
@SEOAware

39. To find your User ID all you need to do is navigate to the “Your Twitter
data” section in Settings and your User ID will be located right below
your @username.
http://bit.ly/1Q0K32S
FINDING YOUR USER ID
@SEOAware

40. “We’re also announcing a new feature
called Customer Feedback that enables
people to privately share their opinions
with a business after a service
interaction.”
http://bit.ly/1KycJ7H
TWITTER CUSTOMER SERVICE FEEDBACK
@SEOAware

41. http://bit.ly/1KycJ7H
TWITTER CUSTOMER SERVICE FEEDBACK
@SEOAware

42. • SpredFast
• Sprinklr
• Sprout Social
• Sparkcentral
TWITTER OFFICIAL PARTNERS
@SEOAware
• Conversocial
• Hootsuite
• Lithium
• Salesforce

43. • Over one billion people visiting
pages every month
• 1 billion people on Messenger
every month.
• Mobile – instant gratification

44. @SEOAware

45. @SEOAware

46. http://bit.ly/1S9oWD5
Send private messages to a Page from local awareness ads
@SEOAware

47. http://bit.ly/1S9oWD5
FACEBOOK – respond via private message
@SEOAware

48. http://bit.ly/1S9oWD5
Facebook – responsive pages
@SEOAware
“Pages that respond to
90% of messages and
have a median response
time of less than five
minutes will now have a
“Very responsive to
messages” badge on
their profiles.”

49. FACEBOOK AWAY
@SEOAware

50. http://bit.ly/1VfHaD8
FACEBOOK AWAY
“A Page’s away status is visible on their Page, so people
know the Page is unavailable to respond.
When this new feature is enabled, messages the Page
receives do not count toward the Page’s response
rate.”
@SEOAware

51. http://bit.ly/1VfHaD8
FACEBOOK AWAY
@SEOAware
“Page admins can now also set Away Messages and
Instant Replies.
Away Messages are replies to messages sent
automatically when a Page is set to away and can be
used to inform people about when to expect a
response or where to find other information.”

52. http://bit.ly/1VfHaD8
FACEBOOK AWAY
@SEOAware

53. http://bit.ly/1S9oWD5
FACEBOOK MANAGING MESSAGES
Page admins can:
• Create and save responses to common questions.
• Pull up saved replies and send them in one tap –easy w/ mobile
devices.
• Have the option to edit saved responses before they send them.
• Bulk options: archive, delete, flag and mark messages as read,
unread and spam.
@SEOAware

54. http://bit.ly/PubconFB
FACEBOOK MESSENGER GREETINGS
@SEOAware
“Messenger Greetings are customizable notes from the business
that appear in a new message thread before messages are sent.”

55. FACEBOOK MESSENGER GREETING OPTIONS
@SEOAware

56. INSTANT REPLIES
@SEOAware

57. WHERE TO FIND THIS – 2 WAYS
@SEOAware
CLICK HERE
Settings then messages on a page or...

58. http://bit.ly/1qeVjn2
FACEBOOK – April 7, 2016
@SEOAware
Usernames with @ symbol before it.

59. http://bit.ly/1qeVjn2
FACEBOOK MESSENGER CODES
@SEOAware
Messenger Links and Messenger Codes
“Messenger Links use a Page’s username to create a short and
memorable link (m.me/username) that, when clicked, opens a
conversation with the business in Messenger.
Messenger Codes work in the same way. They’re unique codes that
people can scan in Messenger using the camera in their phones to
open a thread with your business.”

60. FACEBOOK MESSENGER CODES
@SEOAware

61. BEST PRACTICES VIA FB
@SEOAware
• Make sure that your Messenger Code is always on a white
background Dark or textured backgrounds, make the Code harder to
scan, as will textured, bent or curved surfaces.
• Always test your Messenger Code in context before releasing the
Code publicly.
• When scanning a Messenger Code, make sure that they fill at least
50% of your phone's screen.

62. THINGS TO KEEP IN MIND
@SEOAware
• Customer service via social is here to stay.
• Keep an eye on out for the new tools made available.
• Choose teams carefully!
• YOU ARE BEING WATCHED – WATCH WHAT YOU SAY

63. DON’T ENGAGE WITH TROLLS

64. @SEOAware
TWITTER, FACEBOOK, INSTAGRAM BLOGS
• https://blog.twitter.com
• https://www.facebook.com/business/news
• http://blog.business.instagram.com

65. @SEOAware
MELISSA FACH
Find this presentation at: www.slideshare.net/MelissaFach
Find me at:
• @SEOaware
• linkedin.com/in/melissaseo
• http://bit.ly/PubconFBgroup