5 Ways to Offer Better Customer Service on Facebook

Building great relationships between businesses and consumers stem from great customer service, and according to a study done by Accent Marketing, over 80% of consumers expect to get this the most on Facebook.

This goes without saying that brands must then incorporate customer service into their social strategy. Especially on Facebook, which is actually the most effective venue in which negative comments from customers can be turned into opportunities for improvement.

Listed below are some tips to help you improve your Facebook customer support and use the social media giant to your business advantage.

1. Engage “Superfans”.

Look for influencers who are knowledgeable about your products, and engage them with your brand. Well-versed customers are likely to answer the questions of other customers who stop by on your page. More importantly, reward such customers with acknowledgement, and this will cultivate more engagement.

 2. Assign the right experts.

Since customer service reps are not Facebook managers and vice-versa, groups who specialize in different things must team up to provide online customers with the best support possible. Experts suggest that if you have a social media team, they must be trained to assess whether Facebook comments must be escalated to the appropriate customer service representative, so that better responses can be made.

 3. Be warm and accommodating.

Develop a brand voice that is as human as possible. Respond even to the meanest posts, and take the opportunity to attend to your customers’ complaints on your public page, instead of deleting them. A problem encountered by one customer could be a problem encountered by another customer, and answering this question where a lot of other customers can see them can hit a lot of birds with one stone.

 4. Use the “Pin” feature.

“Pinned” posts enable brands to highlight most talked about topics by pinning them to the top of their Facebook walls. If a brand receives an influx of the same questions, they can choose to address this and pin reply posts to the top of the wall, instead of answering the question multiple times. Doing so will reduce the number of incoming inquiries.

5. Graciously accept praise.

Respond to compliments with genuine appreciation. If you answer negative comments, reply to positive ones, too. This way, you can foster positivity and gratitude. Satisfied customers highly appreciate it when their favorite brands hear them out and thank them when they offer compliments. This in turn will encourage them to come back to leave positive comments again every time they find good things to say about your brand. These positive comments help improve brand reputation and increase your likeability factor.

These are only some few basic tips to amp your Facebook customer service initiatives, but always be reminded that customer service is more complex than it actually looks. It needs constant attention and innovation, and stellar service is only possible if the intention to help is genuine, and when customer service agents take the extra mile to keep every customer satisfied. Facebook is one of the best avenues to do this, so it’s important to always stay abreast of all the different ways the social media platform can be utilized to improve your brand.


About the Author:

Alleli Aspili  is a Senior Specialist for Business Development in Infinit Outsourcing, Inc. (Infinit-O), an ISO-certified BPO company that caters inbound call center, finance and accounting and healthcare outsourcing to SMEs. Responsible for maintaining Infinit-O, Infinit Contact, Infinit Healthcare, Infinit Datum and Infinit Accounting online brand and content.


How Facebook Native Video is Engaging Brands

Native Facebook videos performed very well for brands in 2014. In fact, native Facebook videos made up eighty percent of total interactions on Facebook video posts as of November 2014. By contrast, Facebook pages featuring YouTube videos suffered declining engagement. This meant that for the first time ever, Facebook page owners uploaded more videos to Facebook than they shared from YouTube. The number of native Facebook video views per day is approximately three billion and increasing all the time.

Momentum is rising as the early adopters of Facebook native video includes media giant brands such as CNN, Buzzfeed and The Huffington Post. This animated gifographic put together by One Productions, chronicles the rise of Facebook native video, where it sits in relation to YouTube and what brands are saying and doing around it. Enjoy!



Author Bio

Tom Hopkins is the Managing Director of One Productions an integrated communications agency, with headquarters in Dublin, Ireland. Tom is a Film and Video Director as well as an Art Director. He has 22 years’ experience working in the media and communications sector.  Since 1991, he has worked in agencies and production companies in Dublin, Milan, London and San Francisco. Clients Tom has completed media work for include Pfizer, Guinness, Microsoft and Sony. His work has appeared on national television and at global film festivals, including the prestigious Venice film festival.

Facts you Need to Know about Social Media Marketing, Like, Right Now

Facts you Need to Know about Social Media Marketing, Like, Right Now

If you are not into social media marketing yet, where have you been recently?

B2B companies at present are transforming their campaigns to include social engagement strategies. Online tools continue to evolve and buyers have been spending much of their time browsing the web. Trends come and go, and it becomes highly essential to move where the Conga line leads you.

It’s clear you will be missing out on a lot of opportunities because, considering the rate  by which marketing strategies and attitudes are evolving, going social is more than a fad  it’s a necessity.

Here are some facts you should know about social media marketing, as seen on a featured LinkedIn post:

1. “Content is king, but distribution is queen. And she wears the pants.” Jonathan Perelman, Vice President, Buzzfeed Motion Pictures

2. 85% of B2B buyers believe companies should present information via social networks. (Source)

3. 79% of B2B Marketers believe social media is an effective marketing channel. (Source)


4. Only 20% of CMOs leverage social networks to engage with customers. (Source)

5. ”Content is fire, social media is gasoline.” Jay Baer, President, Convince & Convert

6. 78% of companies now say they have dedicated social media teams, up from 67% in 2012. (Source)

7. “Whether you’re in the B2B or B2C sales side and whether or not your product is a cheap impulse buy or a multi-million dollar long term sales cycle, your business is now – without a doubt – a media company as well.” Mitch Joel, President, Mirum

8. 54% of B2B marketers said they have generated leads from social media. (Source)

9. Social media marketing budgets are projected to double over the next five years. (Source)

10. “’Build it, and they will come’ only works in the movies. Social Media is a ‘build it, nurture it, engage them and they may come and stay.’” Seth Godin, Author, Permission Marketing

11. 78% of marketers said they saw increased traffic with as little as 6 hours a week invested in Social Media Marketing. (Source)

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The Four Main Challenges to B2B Marketing

The Four Main Challenges to B2B Marketing

If you are an executive of a B2B enterprise, you always strive to apply the best methods for keeping the business profitable. Correct?

In the long run, however, fulfilling revenue expectations comes under the direct influence of marketing. The number of qualified leads generated determines the profit margins, so it is vital for marketers to focus on maintaining an ever productive marketing arm – which is affected by several recurring problems.

These problems include:

1. Targeting – An important principle in B2B marketing has always been that identifying the right decision makers can lead to the creation of highly engaging messages. But suppose you already know who it is you are going to engage. How likely is it that they are going to buy in to your offers? You can’t know for sure unless you construct your messaging around the very demographic you are targeting. But even that is a challenge in itself.

2. Lead Generation – What are the most effective channels for a B2B lead generation campaign? Any veteran will tell you to start off with telemarketing since it has always been a useful means for influencing one’s audience since the 70s. On the other hand, millennials are pushing for further adoption of social media. Eventually, you’ll be under constant pressure to implement a multi-channel strategy.

3. Data reporting – Another challenge that gets in the way is analytics and data reporting. At least half of all B2B marketers see say they have trouble trying to coincide their numbers with real-world results. This is essential when you want to attribute your conversions to a specific channel and identify areas for improvement in your marketing strategy.

4. Lead qualification – Once upon a time, marketing and sales refuse to get along because they just can’t agree on a universal definition for “qualified lead” – and they’re still at it. This has led to numerous instances of failed conversions, requiring a better system that satisfies both departments.

Much for the way they impact your marketing and sales, these problems are relatively easy to resolve. It doesn’t take much to employ a B2B lead generation company anyway.

For sure, you can’t handle your marketing on your own. At least by outsourcing your campaign, you can save yourself a bit of energy from optimizing your lead management process, research and analytics. Moreover, letting a contractor capture the leads allows for more space for directing your sales reps toward producing conversions.

What you Must Learn about Inbound Marketing and Self-education

What you Must Learn about Inbound Marketing and Self-education

There’s still a lot for marketers in the B2B industry to learn. They think they know what there is about lead generation and appointment setting by now, but in reality they don’t.

Human endeavors from the simplest to the most complex, from researching about market trends to cold calling an account executive of a Fortune 500 company, entail a permanent mandate of continuous education.

Education points to a process of gaining and losing certain types of knowledge. We lose knowledge that won’t fit within recent contexts. Outdated knowledge as a matter of fact should be eliminated in favor of better insights and wisdom that up the efficiency of your inbound marketing efforts.

If you really aim to stay current and in profit, you might have read Entrepreneur.com’s Murray Newlands article The  8 Fundamentals  for  a  Successful  Inbound – Marketing  Strategy.”

If you haven’t, then lucky you we have decided to repost excerpts of it here.

1. The traditional marketing playbook is broken.  According to (Hubspot CEO Brian) Halligan, you can no longer rent your way to consumer attention, you need to earn it. Instead of dreaming up new ways to interrupt your way into your prospects’ lives, invest in ways to engage them meaningfully with an inbound experience.

2. Your content must be remarkable enough to break through the clutter.  Think about how many channels you have on your television, and how many websites and social media channels compete for your attention each day. The same is true for your customers. It’s not enough to just produce content. Your content must educate, inspire or entertain your audience.



3. Think of your website as a hub, not a megaphone.  Far too many businesses think about their websites as broadcast channels for addressing a large group of people. Your website functions best when its content and design are built with a human touch. Instead of writing copy to impress your competitors, create copy and experiences an individual customer will love.

4. Inbound includes content and code.  Many entrepreneurs mistake massive volumes of content for an inbound strategy, forgetting that shipping code is indispensable as well. Specifically, free tools are powerful in converting web traffic into highly engaged leads.

5. Master the call to action.  Your call to action is a sign post showing your visitors where they should go next. If someone came to your blog first, you want to make it easy and seamless for them to subscribe to read similar articles. If a visitor comes from a co-marketing initiative with a partner, ensure the copy on the site is built specifically to appeal to someone who knows both your brands. Tailor the next step accordingly.


A Match Made in Heaven How StumbleUpon can Drive Web Traffic

A Match Made in Heaven: How StumbleUpon can Drive Web Traffic

So, you have compelling content in your blog specifically suited for generating high quality B2B sales leads. You have put in a lot of effort designing a website complete with effective lead capturing devices.

The only problem however is it is accumulating cyber dust. No one is paying attention to it.

Marketers face the recurring issue of optimizing their content to drive web traffic. But even more profound is the problem of promoting informational blog articles and other materials to target clients. It is an issue as complicated as finding your “significant other.”

But like many eager bachelors, businesses can always explore various platforms to fish for equally eager clientele, one of which is StumbleUpon.

Suspect it for promoting online laziness, but StumbleUpon is actually an excellent auxiliary multi-channel marketing tool for pretty good reasons. Take it from Michelle McGinnis:

A mature, highly active audience.

Founded in 2001, StumbleUpon has been around longer than all of the “big three” social media networks – Facebook, Twitter and LinkedIn. Today, StumbleUpon averages over 1 billion stumbles (uses) per month and over 20 million total users. For marketers, all this translates into a large pool of dedicated users ready to be pulled into the top of your funnel.

Long-tail content curation.

As StumbleUpon connects users to content randomly; “stumblers” can re-discover valuable resources like whitepapers, guides, infographics, etc. well-after the initial buzz from the release. If you’re looking to give your content the longest churn and shelf-life possible, StumbleUpon is an easy addition to your content strategy.

Relevant new leads.

Recently, StumbleUpon added a feature to stumble through specific topics – as opposed to the overall generic interests of its users. For b2b marketers, this means interest-generating or top funnel content can be optimized in StumbleUpon to appear in front of the right people who are looking for the information you’re providing. You could call it targeted random engagement, but essentially it boils down to marketers reaching an audience who may otherwise be completely oblivious of a product or service.

StumbleUpon the AdAge 150.

Not long ago, AdAge made significant changes to their Power 150 blog ranking algorithm – most notably in weighing Facebook, Twitter, LinkedIn and StumbleUpon in the new scores. For the three social networks, AdAge only measures the ten most recent blog posts, however, for StumbleUpon, all posts viewed through the service factor into the scoring. To marketers looking to eke out a prominent place on AdAge’s prestigious list, StumbleUpon affords the easiest way to improve a blog’s score.

To put it simply, StumbleUpon is a high-end force multiplier for your B2B lead generation efforts. Promoting your business through the site might just multiply your client network and ultimately, your revenue.

Source:  4 Reasons to Use StumbleUpon for Your B2B Content

Taking Social Media to the Next Level – 5 Ways to enhance the ways your Delegates use these platforms

Taking social media to the next level – 5 ways to enhance the ways your delegates use these platforms

We have entered an age where social media and events go hand-in-hand. At your event, most, if not all of your delegates will now be carrying some kind of device with them that will enable them to access social media. Whether that is a smartphone, a tablet or a laptop, many of these people will be using social media to talk about your event. Alone, tweets, status updates and check-ins aren’t enough. Utilising the correct technology at your event now is regarded as just as important as venue finding. As the event organiser you should be actively seeking ways in which you can use event engagement to your advantage.  To assist you with this, here we look at 5 ways to enhance the ways your delegates use social platforms.

By developing an official #hashtag

Incredibly simple but also incredibly effective, developing an official #hashtag will mean all mentions of your event are easy to find and are categorised together.

A combination of words put together in one term with a # symbol at the start, social media users use hashtags to quickly and easily find specific content. By developing a specific hashtag you will be able to assist these users in finding content related to your event. Not only that, an official hashtag will also assist you in finding out who is saying what about your event.

When coming up with your hashtag, ensure it is something that is easy to remember and relevant. Also avoid putting a timeframe on the hashtag, so don’t use for example #myevent14. The reason for this is simple; if your event takes place annually you may find people are using last year’s hashtag for this year’s event. If this happens then things could become complicated when it comes to monitoring usage.

Once you have decided on an appropriate hashtag that is easy to remember, advertise it everywhere and encourage event attendees to utilise it. This means tweeting about it, posting Facebook status updates about it, advertising on printed materials, advertising it on screens throughout the event, advertising it on the event programme, advertising it via your event app…basically advertising it everywhere!

By developing an official check-in location

                In addition to creating an official hashtag, another simple but effective solution is to create an official check-in location. At events, attendees will often “check-in” at specific locations  using platforms such as Facebook and Foursquare. While you will find that people do this, you will often find you have different people checking into different places – some people will check into one iteration of your event’s name, some another, some will simply check-in               at the venue, others will create their own place to check into.

To avoid this, consider creating an official check-in location. Doing this will ensure everyone is checked in at the same place and will help you to understand delegate interaction with social media. It is also great as a way of marketing your event to potential attendees as people will soon become aware once multiple people are checking in to the same location and this will create intrigue.

By providing live event coverage

Probably the best way to encourage social interaction is by sharing content yourself in real-time. While your event is taking place, ensure you are providing real-time live event coverage. Spare a thought for those that are not in attendance at your event and share with them the content that they are missing. Whilst you are doing this, encourage others to share their content too, as this will show your event from other angles and builds up for an interesting overall look at what is taking place.

By providing your audience with the ability to ask questions in real-time

Apps such as ConnexMe enable you to boost audience interaction during meetings or presentations. Using such an app, attendees can ask questions or vote on polls in real time using their smartphone. By sharing the answers to these questions and the results of these polls via social media you will be able to encourage audience participation and encourage those who haven’t already downloaded the event to get involved.

By utilising what is being spoken about socially in other areas

One problem with social media is that not everyone are active on it or has no presence at all. For your attendees that don’t have Twitter, Facebook or LinkedIn accounts this can easily be resolved by sharing what is being spoken about in other areas. This can be done in a number of ways, one way might be to include your Twitter feed or any hashtag mentions on your website so that those visiting the site can see what is being spoken about.

Another way is by using software such as Twitterfall.  Using the hashtag that you will have created for your event as mentioned in the first point, Twitterfall collates all mentions of our event and allows you to see what is being said about the event in real-time.  Updating as it is being said, this information is often great displayed on TV screens or projected on to a wall as it allows everyone to be kept in the loop, even those not participating in social media.

While if you have an event app, be sure to also include any social feeds within it. Doing this provides a nice place for all of your social content to be grouped together, making it quick and easy for attendees to find and view it.

Specializing in technology, Dean Ronnie has particular expertise and interest in emerging technologies and the ways in which they are changing how we meet in a business environment. For businesses requiring cutting-edge conferences, Dean recommends Conference Care.

Here are 15 LinkedIn Marketing Tips to get you by

Here are 15 LinkedIn Marketing Tips to get you by

LinkedIn has been a blessing for online marketers since its conception. Dubbed as the ‘Facebook for business people’, it has indeed provided marketers and entrepreneurs alike to foster relationships with key people in their niche, as well as to reach out to potential buyers in a legitimate, professional setting.

But just like Facebook, LinkedIn marketing is not a walk in the park – if not more difficult. Business people have different preferences and weak spots compared to regular consumers, which makes lead generation a little more tricky in the B2B space.

Here are some pieces of advice on how to effectively position yourself in the world of LinkedIn, courtesy of a post coming from SocialMediaB2B.com:

Personal Profiles

1. Use a professional-looking photo that is tight and well-lit with limited background distractions.

2. Use LinkedIn to follow up after other communications.

3. Teach LinkedIn strategy and tactics to your employees.

4. Endorse others first and endorse fairly.

Company Pages

5. Choose keywords in your company description that your potential customers might look for.

6. Target your posts by Industry or Location.

7. Build followers for your LinkedIn company page.


8. Use “Tags” to categorize your connections.

9. Understand the psychological needs of people on LinkedIn when connecting with them.


10. Have sales reps join industry and local LinkedIn Groups.

11. The best groups have discussion topics that do not always begin with blog article links.

12. Send messages to a large number of people for free.

Lead Generation

13. Target searches for keywords you’ve identified as central to your business.

14. Create free banners on your products/services page.

15.  Create a special landing page just for LinkedIn ads.

Source: 20 LinkedIn Tips for B2B Social Media Success


B2B Online Marketing Tip of the Day: Add Images to Tweets

B2B Online Marketing Tip of the Day - Add Images to Tweets

Last October 29, Twitter officially announced that they will be automatically showing images in your stream. Users will no longer have to click a link to “show” an image attached to a tweet.

It seemed inevitable that the social micro-blogging site would make this change sooner or later to keep up with their game-changing rivals such as Facebook and I0nstagram, both of which are more “photo-oriented”.  Of course, this is also news for online marketers.

But does it really bear favorable fruits as far as lead generation goes?

HubSpot’s Britanny Leaning conducted a little A/B Testing to find out just that. In one group, she scheduled 18 regular tweets for their HubSpot account, and in another group she scheduled the exact same 18 tweets – but this time with a relevant image attached. She made sure the tweets were spread throughout a week-long duration around the same times of the day.

The result? To quote Leaning: “crystal clear”.

The test revealed that tweets with images have a 31% increase in clicks, 41% increase in retweets, 48% increase in favorites, 31% increase in visits, 33% increase in visitor-to-lead conversion rate, and 55% increase in leads.

Although this test was laid out in methodology and numbers, the logic behind this improvement is not rocket science. It has long been established that images are a huge influencer in attracting people into reading and clicking through content posted on social media and business blogs. Socialbakers.com revealed that 93% of the most engaging posts on Facebook are photos.

The Twitter stream is traditionally just an endless feed of tweets which are 99% word-driven (emoticons make up the 1%). But all that has now changed. Imagine seeing a photo amongst a stream of words and how much impact that would bring into your chances of being noticed. Of course, as soon as everybody else starts posting images, the new challenge would be to post an image that would stand out.

Leaning also suggested that instead of a perfect square, you should be uploading an image with a 2:1 ratio (starting around 438×219 pixels for standard resolution). This ensures that the essential portions of the image are readily displayed when viewed from the stream.

If Twitter takes a huge chunk out of your entire online marketing campaign, you might want to stock up on images to go along with your tweets.

You might also like:  The Ultimate Click Battle: Facebook vs. Twitter over Marketing Power

The Magic Formula in creating the “Perfect” Social Media Post

The Magic Formula in creating the “Perfect” Social Media Post

So your business had decided that it would maintain an active presence on social networking sites, namely Facebook, Twitter, and Pinterest. Moreover, it’s also been decided that your marketing team will just create one or two content items per day and post it simultaneously on all the platforms.

Great. It’s fast and efficient, right?

Not quite.

Although it may save you a lot of time to make your posts universal to all social media, it may not be a good idea if your goal is to generate positive responses from your audience. You see, each networking site operates differently from one another, and the way to attract people towards your post is just as different.

There is no foolproof recipe, but there can be guidelines that can help you optimize your posts based on the tastes and preferences of each social media fan:


  • Be a positive ray of light. Facebook users are generally attracted to things that breed positivity. It makes them excited and cheerful, resulting to positive responses.
  • Be trivial. People want to learn new things on Facebook, and they are willing to keep on reading as long as you have a catchy title and an intriguing lead.
  • Include images. The biggest rate of engagement on Facebook is generated by images. Make it attractive, vivid, and artistic. Include people and faces, doing something candidly.
  • Be mobile-friendly. A growing proportion of Facebook users are going mobile, so make sure your posts are just as attractive when viewed on a mobile device.


  • Clear call to action. Followers must know exactly what you want them to do. Don’t confuse them by covert instructions or ambiguous text.
  • Shorten URLs. Make the most of your 140 characters by shortening links. Use bit.ly or other shorteners. It makes your tweets look neat, too.
  • Don’t sacrifice grammar and spelling. You’re a business, not a celebrity. You need to maintain a professional language for distinction.
  • Interact. Use the power of influencers. Retweet or mention them so they could aid you in spreading your message.


  • No human faces. Studies have shown that human faces in Pinterest posts lessen the chances of being shared or responded to. Focus on physical products and services instead.
  • Be artistic. Use multiple, dominant colors in images. Make red your favorite color. Don’t let your background take up most of the image space. Better yet, hire an in-house professional to enhance your images.
  • Be impeccable. Pinterest users usually stay up late. Unlike Facebook and Twitter which peak during the afternoons, Pinterest is still an active ground at night from 8PM until 1AM.
  • Tap your feminine side. 4/5 of Pinterest users are females, so if you want to engage them, you have to tickle their womanly bones.