5 Brilliant Tweets Hootsuite’s Social Team Wishes They Wrote

What Plato called the perfect circle we call the perfect Tweet.

Every once in awhile, a Tweet appears on your timeline that inspires a feeling of admiration, envy, and delight—all at the same time. If you’re a social media manager, you know that feeling. Every day you’re pushing the boundaries on social trying out something new for your brand. You’re looking for inspiration to keep you going.

We asked our talented social team to tell us about Tweets they wished they wrote—here are their responses:

Netflix

If you have Netflix, you probably remember 2015’s internet sensation, Making a Murderer. When Netflix posted this witty Tweet about the show, it was like pouring gasoline on a brightly burning fire. Amanda Wood, our social media marketing specialist, loves this Tweet. She says: “It’s relevant, funny, and not overly promotional. It naturally creates a debate and cleverly mimics what people do when they finish watching docu-series.”

Key takeaway: If people are talking about something related to your brand (in this case, a show that appeared on Netflix), then join in the conversation. As Netflix shows, it’s okay to have a little fun while you’re at it.

The Feds

As our social marketing lead Andy Au points out, social has a way of pushing your brand voice into unfamiliar places and forces you to adapt your voice to whatever medium you’re using. It can be a huge challenge aligning your brand voice to social—especially if you’re dealing with more rules and guidelines in a regulated industry.

“CIA and CSIS do a great job of poking fun at themselves and acknowledging the platform they’re on. This kind of humor wouldn’t work on their official website but it’s endearing and humanizing on Twitter,” he says.

Key takeaway: Even if you work in a regulated industry or have an “enterprise” audience, you can still have a personality on social. It’s your job to get creative and go outside of your comfort zone.

Oreo

During the blackout that happened at the 2013 Super Bowl, Oreo sent out its famous “Dunk in the Dark” Tweet. To many, this Tweet marked a breakthrough in real-time marketing—a strategy focused on current, relevant trends, and immediate feedback from the audience.. It may be one of the most analyzed Tweets of that year in the marketing world, with a flurry of articles and commentators on the subject.

Nick Martin, our social engagement coordinator, loves this Tweet because, “It was not only super relevant to what people were discussing online, but it was also clever and on-brand.” It’s like that pivotal Hollywood movie that every film professor footnotes.

Key takeaway: It’s hard to do real-time marketing well. If you’re going to, make sure it aligns with your strategy and it’s on-brand. Otherwise, you risk reducing your real-time marketing to another tax season pun.

Dennys

If done tastefully (and on time), the parody Tweet can be a hit with your audience. Denny’s did just that. In response to Kim Kardashian’s posting of Taylor Swift and Kanye West’s conversation (if you need a recap of the Taylor-Kim-Kanye drama, BuzzFeed has you covered), Taylor Swift posted a response on Instagram:

That moment when Kanye West secretly records your phone call, then Kim posts it on the Internet.

A photo posted by Taylor Swift (@taylorswift) on Jul 17, 2016 at 9:14pm PDT

Well, as you can imagine, the internet blew up. The phrase, “I would very much like to be excluded from this narrative, one that I have never asked to be a part of…” caught on with parody Tweets abound. Our social marketing lead Matt Diederichs says: “I loved how Denny’s quickly jumped on this news. It’s tough to do real-time social marketing, but this combination of speed and execution made it work.”

Key takeaway: If you’re going to do a parody Tweet, make sure that your audience is in on the joke. Also, make sure it’s relevant. Denny’s still made it about breakfast, after all.

Airbnb

The popular Star Wars hashtag, #MayThe4ThBeWithYou, celebrates an official holiday for Star Wars fans. In honor of the day, Airbnb posted a short video that created a sense of adventure their brand is so known well for.

It’s hard to stay relevant to your audience and join in on a holiday hashtag without feeling strained. Our advocate marketing coordinator Brittany Ho says: “When brands try too hard it usually makes me cringe, but I thought Airbnb’s Tweet was really tasteful and it stayed true to their brand.”

Key takeaway: Don’t jump on every popular hashtag in an effort to get your brand in front of a larger audience. Twitter users are sharp and will see through that. Only get involved in trends when you have the content and message to add value to the conversation.

Write the perfect Tweet for your brand

There’s no magic equation for writing the perfect Tweet. It’s about knowing your audience and trusting what will stick. It takes a lot of brainstorming (and digging) to strike gold, but it’s well worth the effort.

Use Hootsuite to craft the perfect Tweet and schedule it for publishing later.

Try it for Free

The post 5 Brilliant Tweets Hootsuite’s Social Team Wishes They Wrote appeared first on Hootsuite Social Media Management.

from Hootsuite Social Media Management https://blog.hootsuite.com/tweets-hootsuite-wishes-they-wrote/

Social Media News You Need to Know: August 2016 Roundup

Facebook made several algorithm updates, Twitter introduced #Stickers, and Instagram launched Stories—August was far from lazy on social media!

We’ve rounded up all the social media news worth knowing from all the major social networks for the month of August.

Twitter

Instant Unlock Card

On August 4, Twitter introduced a new ad product called Instant Unlock Card, which can be used in conjunction with conversational ads. Conversational ads, which were originally released back in January, contain images or videos that include call-to-action buttons with customizable hashtags. With new Instant Unlock Card, brands can incentivize users to Tweet by offering exclusive content, such as a film trailer or Q&A. Twitter has also added advanced analytics so that brands can keep track of conversational ad units. Instant Unlock Cards are available to all managed accounts in all markets.

Moments opened up to more creators

On August 9, Twitter opened up Moments to more creators. Initially introduced in October 2015, Moments were originally created by Twitter’s curation team and a select group of publishing partners. Now, Moments is open to a “broader group of creators,” including influencers, partners, and brands. Twitter also teased that “in the coming months,” it will add the ability for anyone to create Moments.

Promoted Stickers

On August 15, Twitter introduced Promoted #Stickers, an expansion of its stickers feature, initially added in June 2016. Twitter #Stickers allow users to add accessories, emoji, and props to the photos they Tweet. #Stickers are searchable in what Twitter calls a “visual spin on the hashtag.” Promoted #Stickers give brands the opportunity to create a set of four or eight stickers that will be available through the #Stickers library. Pepsi is the exclusive launch partner of Promoted #Stickers. The cola brand has shared nearly 50 custom stickers across 10 markets as part of their PepsiMoji campaign. Promoted #Stickers are available globally to select marketers with a managed account.

Notifications settings and quality filter

On August 18, Twitter added a quality filter and new notifications settings. Users now have the ability to limit notifications to only people they follow on Twitter rather than receive notifications from everyone. When turned on, the new quality filter is intended to improve the quality of Tweets users see. It does this by using a variety of signals, such as account origin and behavior.

Twitter explained in an announcement blog post: “Turning it on filters lower-quality content, like duplicate Tweets or content that appears to be automated, from your notifications and other parts of your Twitter experience. It does not filter content from people you follow or accounts you’ve recently interacted with.” Both new features are optional and are turned off by default. Additionally, Twitter moved the ability to manage notifications settings to the notifications tab.

Night mode for iOS

On August 22, Twitter rolled out night mode to iOS. Night mode swaps out Twitter’s traditional white background and dark text for a dark blue background with light text. The feature is intended to lessen the strain on users’ eyes when using the app in the dark.

To enable night mode on iOS, go to the Me tab and tap the gear icon. Then tap Turn on night mode. Night mode was added to Android in July.

Use emoji in name and bio

In August, Twitter’s support handled Tweeted that users can use the full range of emoji in their name and bio. It’s unclear when this feature became available, but many users have stated that emoji were not previously supported in Twitter names.

Facebook

Algorithm update to reduce clickbait

On August 4, Facebook made an update to reduce clickbait. Facebook defines clickbait as headlines that withhold information required to understand what the article is about, or exaggerate the article to create misleading expectations.

The change uses a system that identifies phrases commonly used in clickbait headlines that aren’t used in other headlines, similar to how a spam filter functions. The system will identify posts that are clickbait and which web domains and Pages they come from. The News Feed FYI post explained: “Links posted from or shared from Pages or domains that consistently post clickbait headlines will appear lower in News Feed.”

Facebook also noted that over time, the system will recognize if a Page stops posting clickbait.

Updates to ad blocking

On August 9, Facebook announced they’d begin showing ads on Facebook for desktop to people who use ad blocking software. Instead, the company has endeavored to address “the underlying reasons people have turned to ad blocking software” by introducing additional controls in ad preferences. It’s now easier for users to indicate they’d like to stop seeing ads about a certain interest, such as travel or cats. Users also have the option to stop seeing ads from businesses or organizations who have added them to their customers lists.

Algorithm update to prioritize informative stories

On August 11, Facebook added a new signal to the News Feed ranking algorithm designed to show users more stories that they’d find personally informative. Facebook explained: “Generally we’ve found people find stories informative if they are related to the their interests, if they engage people in broader discussions, and if they contain news about the world around them.”

What’s deemed informative is different for each individual user—while it could be recipes for one, it might be current events for another. This signal is combined with how relevant the story might be to the user personally, taking into account factors like their relationship with the person or publisher who posted it or what the user has chosen to click, comment on, or share.

Updated Messenger Platform Policies

On August 15, Facebook announced several updates to Messenger Platform policies. The new policies include time-based criteria for businesses to respond to messages as well as standards for subscriptions in Messenger. The policy updates will result in a faster review process for app submissions: five days or less. For more information, visit the Messenger Blog.

Social Media News You Need to Know: August 2016 Roundup | Hootsuite Blog

Image via Messenger Blog.

Integration with gaming development platform Unity

On August 18, Facebook announced that game development platform Unity Technologies will integrate support for the Facebook platform. Facebook explained: “Unity and Facebook are joining forces to build new functionality into Unity that streamlines the process for exporting and publishing games onto Facebook. This will allow Unity developers to quickly deliver their games to the more than 650 million players who enjoy playing Facebook-connected games every month.”

A select group of developers will receive immediate access to a closed-alpha build of the new export functionality in Unity version 5.4.

Slideshow ads update

On August 23, Facebook announced new features for slideshow ads. Originally launched in October 2015, slideshow is a tool for “lightweight video” ads created from photos. They’ve since become quite popular as an easy-to-use and dynamic ad format. With the new features, advertisers can now:

  • Add text and music
  • Create slideshows from mobile
  • Use assets from Facebook’s stock image library
  • Easily turn videos into slideshows using a tool that auto-selects 10 still images from uploaded videos

The new tools for slideshow ads are available globally.

Trending topics now algorithmic

On August 26, Facebook made an update to its Trending feature in order to make the process more algorithmic. Previously the process required descriptions to be summarized by hand.

This change also affects how Trending topics appear. Now, rather than a description next to the topic, users will see numbers that reflect how many people are posting or sharing posts about the topic. Hovering over a topic will reveal a popular news article about it, including an excerpt. While the process is now more automated, humans will still be involved in order to ensure topics are high-quality (for example, tied to a current news event in the real world).

Social Media News You Need to Know: August 2016 Roundup | Hootsuite Blog

Image via Facebook.

Instagram

Instagram Stories

On August 2, Instagram launched Instagram Stories, a new Snapchat-like feature that “lets you share all the moments of your day, not just the ones you want to keep on your profile.” Stories are separate from users’ profile feeds and are intended for real-time posting. Users can share both photos and video which they can embellish using tools like text, drawing, and emoji. All content added to a user’s Story appears in slideshow format. Instagram explained in the announcement blog post: “Instagram has always been a place to share the moments you want to remember. Now you can share your highlights and everything in between, too.”

Comment filtering

On August 15, Digiday reported that Instagram has begun to give some accounts with high volume comment threads the ability to filter their comment streams or even turn off comments entirely. Instagram already allowed accounts with a high volume of comments use a basic profanity filter and block words or phrases commonly marked as offensive.

The new feature takes that a step further by giving accounts the opportunity to block terms that affect their specific account, whether they’re an issue in the wider Instagram community or not. It’s not currently clear whether this feature will be made more widely available.

Event Channels on Explore

On August 17, Instagram introduced event channels on Explore. Instagram explained in the announcement blog post: “This channel collects the best videos from concerts, sporting events, and more so you can feel like you’re in the front row. Like the rest of Explore, this new channel is personalized for you and highlights events you might like.”

Event channels are currently available in the U.S. Instagram intends to roll it out worldwide soon.

Social Media News You Need to Know: August 2016 Roundup | Hootsuite Blog

Image via Instagram.

1 billion Android app installs

On August 22, Mashable reported that Instagram had passed 1 billion Android app installs. According to Mashable, “This makes the photo sharing app the fourth Facebook-owned app to reach the milestone, after Facebook itself, WhatsApp, and Messenger.”

Pinterest

Native video player coming soon

On August 3, Pinterest announced that a native video player is coming soon to the platform. Additionally, Pinterest is also working on personalized recommendations to help users find videos to suit their tastes. Pinterest explained in an announcement blog post: “In the last year alone, we’ve seen a 60 percent increase in videos on Pinterest… it’s more important than ever that the video experience be as seamless as possible.”

Pinterest’s video improvements will hit the platform “over the next few months.”

CPM buying in ad auction

On August 11, Pinterest introduced a new way to buy CPM. The platform now offers the ability to bid on a CPM basis and Pinterest will optimize how it delivers advertisers’ ads to reach more people. Advertisers can also specify the maximum number of times someone sees their campaign. CPM buying is available to all businesses in the U.S., U.K., and Canada through Ads Manager and most Marketing Developer Partners.

Social Media News You Need to Know: August 2016 Roundup | Hootsuite Blog

Image via Pinterest.

New features

On August 18, Pinterest introduced several new features based on user feedback:

  • The ability to send Pins and board invites to anyone, whether you follow one another or not
  • Improved search to make it easier for users to find people they know
  • The ability to send Pins, boards, and profiles across apps, including Facebook Messenger, WhatsApp, and text message
  • The ability to turn off “Picked for you” suggested Pins so that they don’t appear in home feed

YouTube

YouTube Kids works with YouTube Red

On August 2, YouTube announced that YouTube Kids now works with YouTube Red. Features include:

  • Ad-free videos
  • Offline videos
  • Uninterrupted music while using other apps

This functionality is available in the U.S., Australia, and New Zealand.

LinkedIn

Videos from influencers

On August 2, Linkedin introduced 30-second videos from LinkedIn Influencers. Videos posted by influencers will appear directly in the feeds of their followers, where they can comment and discuss.

Social Media News You Need to Know: August 2016 Roundup | Hootsuite Blog

Image via LinkedIn.

Android app testing tool

On August 4, TechCrunch reported that LinkedIn is open-sourcing an Android app testing tool called Test Butler. LinkedIn created Test Butler in the process of developing its latest Android App, due to discovering numerous issues that crashed the test emulator that had nothing to do with the code. Drew Hannay, a LinkedIn engineer who helped create Test Butler, told TechCrunch: “This is something that everyone running Android tests can benefit from.”

ProFinder expands nationwide

On August 24, LinkedIn expanded ProFinder to streamline the process of hiring freelancers. LinkedIn described the service as “a marketplace that connects consumers and small businesses looking for professional services… with top quality freelance professionals best suited for the job.” Now in its pilot stage, the platform has more than 50,000 freelancers spanning 140 service areas. Interested users can submit project requests, which LinkedIn will share with a group of qualified professionals, beginning with those in the user’s network or extended network. Project requests will be met with up to five detailed proposals. ProFinder is currently available in the U.S.

Social Media News You Need to Know: August 2016 Roundup | Hootsuite Blog

Image via LinkedIn.

Content search

On August 25, LinkedIn introduced a content search feature on its mobile app. Users can search for topics and find relevant articles published on the platform, either by third-parties or by members in their feed. The new functionality includes the ability for users to search their own feed. Additionally, LinkedIn has added support for hashtags, which are now tappable and lead to search results. Content search is available on LinkedIn iOS and Android apps for English-speaking users but the company plans to roll it out to all members on all platforms in the coming months.

Social Media News You Need to Know: August 2016 Roundup | Hootsuite Blog

Image via LinkedIn.

Snapchat

Support for Low Power Mode

On August 25, Snapchat made a small update to address battery drain. When a user’s device is in Low Power Mode, Snapchat will automatically reduce its battery usage.

Social Media News You Need to Know: August 2016 Roundup | Hootsuite Blog

Image via Snapchat.

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The post Social Media News You Need to Know: August 2016 Roundup appeared first on Hootsuite Social Media Management.

from Hootsuite Social Media Management https://blog.hootsuite.com/social-media-news-august-2016-roundup/

Social Media Lessons from 6 Must-Follow Brands on Facebook

If you have a sibling, you know that sometimes the best way to learn how to do something is from example. Your big brother might have known how to sneak out of the house in the quietest way possible. Your older sister might have taught you how to beat your brother in Mario Kart. Whatever it was, you got top tips from the experts that shaped the way you would do things in the future.

If you are seeking advice for your business’ Facebook presence, you can adopt this same mentality. There’s no better way to boost your Facebook strategy than looking at how successful brands are using the site for their own businesses. To see what the pros are doing, we explore six must-follow brands on Facebook who are doing great things on the network.

6 brands to follow on Facebook

1. Target

Top Takeaway: Provide quick and effective social customer service

Target, one of America’s largest retailers, has an equally large Facebook presence totalling over 23 million Likes. With this big of a following there are sure to be countless customer service inquiries. If you look at the comments of any of the Facebook content shared on their page, you’ll find that the majority are not reactions to the post, but unrelated customer service questions and complaints.

Although the volume of messages Target receives on their Facebook page seems overwhelming, they handle them with grace thanks to a few tactics.

  1. They address each customer by name in their responses to ensure they are delivering personalized service.
  2. The customer service representative signs their own name at the end of each response to show that they are actually people and not robots providing automatically generated responses.
  3. They provide a direct phone number to the customer in case they want to speak to a person offline.
  4. They provide a response in a timely manner (less than 24 hours, with some responses as fast as under 10 minutes).

Take a page out of Target’s book and boost your own Facebook customer service efforts by applying these effective techniques.

2. Teva

Top Takeaway: Show lifestyle-centric rather than product-centric content

Your fans aren’t following you on Facebook to be constantly sold to, which is something that hip footwear brand Teva clearly knows. Instead of simply sharing image after static image of shoes and Teva products, the brand uses their Facebook page to showcase the lifestyle surrounding their products. They show the people who are using their products, and the (aspirational) lifestyles that they lead. Teva recognizes the type of customer they attract, and align their Facebook content accordingly.

While of course they don’t ignore their products, Teva balances creative product-centric content with lifestyle-focused posts to provide an engaging mix for their Facebook audience.

Follow in Teva’s steps (see what I did there?) by making sure you:

  • Don’t put your product front and center in every post
  • Share lifestyle and aspirational content
  • Show your product in the real world, rather than solely in a studio photoshoot
  • Showcase the customers who are using your product or service
  • Keep your customer and their desires top of mind

At the end of the day, think about why you follow certain brands on Facebook. You aren’t looking to make their product the center of your life, but rather build a lifestyle that happens to include their brand. Brands don’t exist in a vacuum, so give your product the context it needs with your Facebook content.

3. Dollar Shave Club

Top Takeaway: Share user-generated content

Nobody is more important to your business’ success than your customers. They’re the ones on the ground actually using your product and know it best. Razor and personal grooming products company Dollar Shave Club uses Facebook to build meaningful relationships with their customers by regularly showcasing content created by them. As our post Content Marketing Ideas for Small Businesses explains, “people trust content created by their peers 50 percent more than other media.”

User-generated content (UGC) is a great option for branded Facebook pages as it not only puts the spotlight on your all-important customers, but provides you with unique and cost-effective social media content.

Dollar Shave Club’s #UnboxDSC campaign is a great example of user-generated content at work. The #UnboxDSC campaign asks customers to share photos unboxing their Dollar Shave Club products on their social media channels. If the company reposts a customer’s photo, they receive a free t-shirt from Dollar Shave Club.

This campaign has been successful for Dollar Shave Club because they:

  • Pay attention to the content their Facebook audience is already sharing and align their campaigns accordingly
  • Made the process of sharing user-generated content easy for their customers
  • Highlight those who share creative and unique images so that the quality remains high
  • Feature use-cases and the product in action

User-generated content invites your customers into the conversation around your brand, and allows them to feel as if they are part of a greater community. Incorporate UGC into your next Facebook campaign with the above tips as a guide.

4. A Mighty Girl

Top Takeaway: Inform and inspire your audience.

As the “world’s largest collection of books, movies, and music for parents, teachers, and others dedicated to raising smart, confident, and courageous girls,” A Mighty Girl is a unique brand in the Facebook marketing space. Rather than blatantly pushing the products they sell, the organization shares ideas, debates, news articles, and content aiming to inspire and educate their audience. They recognize who their audience is and the information they are seeking, and create content that satisfies these needs.

Bonus: Download a free guide that reveals how to increase social media engagement through better audience research and customer targeting.

Some approaches from A Mighty Girl’s page that you can apply to your own Facebook presence include:

  • Consider your audience and their interests, and build content that pertains to these
  • Only push your product or service when it organically fits into the conversations happening
  • Rather than using it as an advertising platform, turn your page into a community hub for those whose interests and values align with your organization’s.
  • Facilitate unbranded discussions and share content that is relevant to the values of your audience and business
  • Think about the problems your audience is facing, and provide information that can solve these problems
  • Have industry experts and thought-leaders share information, inspiration, and their expertise with your audience

By creating a positive space for your customers to engage with your brand and one another, you invite the opportunity for a community to build—something that will become irreplaceable to your audience.

5. Netflix

Top Takeaway: Optimize Facebook video

If it isn’t a part of your social media strategy yet, now is the time to focus on social video. As our post A Guide to Social Video, and Where it Fits in Your Marketing Plan explains:

For Netflix, using Facebook video as a part of their social media strategy was a natural fit. The majority of the content they share on Facebook is video, including new show trailers, highlights from current programming, and throwback or topical clips (i.e. scenes from Elf around the holidays, etc). To optimize your video content for Facebook just like Netflix:

  • Ensure that your videos are created with silent playback in mind. Digiday found that 85 percent of Facebook videos are watched without sound, so check out our guide Why Your Facebook Videos Need to be Optimized for Silence to find out exactly how you can do this.
  • Share sneak peeks and teasers for upcoming product launches. Netflix shares clips and trailers of soon-to-be-released shows and movies, but you can easily apply this method to sharing short videos giving your Facebook audience access to your future product launches.
  • Build your brand voice through the videos you share. Video naturally conveys more emotion than text or images alone, so ensure you use video to not only align to, but enhance, your established brand voice.

Like Netflix, you can use Facebook video to support your social media strategy— and contribute to your overall marketing objectives.

6. The Honest Company

Top Takeaway: Provide special incentives and content for your Facebook audience

While you could just share the same content to all of your social channels, you will provide your audience with a much more dynamic experience if you can offer customized content for each platform. I’m not saying that you need to create hugely different campaigns for each social network, but provide slightly tweaked content that makes sense for each platform. The Honest Company works with this principle by offering the following through their Facebook page:

  • Discounts and Facebook fan-only coupon codes
  • Exclusive contests for Facebook fans
  • Behind the scenes content
  • Expert advice
  • Product sneak peeks

You need to give your Facebook audience a good reason to follow you, and the above incentives are a great start. By knowing your customers and what drives them, you’ll be able to offer incentives that will be of interest and value to them.

One of the best ways to learn is to take note of what leaders in your field are doing right. Follow these six brands to continue seeing prime examples of how organizations can use Facebook to increase customer engagement and find business success.

Take your brand’s Facebook presence to the next level—use Hootsuite to publish video, schedule posts, and engage with your followers. Try it free today.

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The post Social Media Lessons from 6 Must-Follow Brands on Facebook appeared first on Hootsuite Social Media Management.

from Hootsuite Social Media Management https://blog.hootsuite.com/social-media-lessons-6-top-brands-facebook/

Instagram Bio Ideas for Business

While you might already have developed a strategy for your Instagram posts, you may be neglecting a critically important element of your Instagram strategy. Your Instagram profile creates the first impression of your brand and is the backbone of your Instagram presence. It’s also your only chance to provide a clickable link anywhere on Instagram.

Your Instagram bio gives you 150 characters of prime real estate to show visitors who you are, what you offer, and why they should care, so it’s worth investing the time to get it right. With these Instagram bio ideas, you can be sure your profile paints an accurate and compelling picture of your brand on the social network Forrester Research called “the king of social engagement.”

Bonus: Download our Instagram master tactics guide and learn how to use the platform to get more customers in less time.

What’s included in your Instagram profile

Before you start developing Instagram bio ideas, you need to understand the key components that form the bones of your Instagram profile.

Name

The text you enter in this field appears in bold at the top of your Instagram bio. You should include your brand name, of course, but don’t stop there. This field gives you 30 characters to work with, allowing you to include a variation on your name (such as Saturday Night Live – SNL), or a keyword or two to clarify what your brand is about and help users find you (like Headspace (mindfulness app)).

The name field is included in Instagram searches, so a strategic keyword here can help users find you… but avoid keyword-stuffing, which is a surefire way to turn potential new fans away.

Username

This is your identity on Instagram, and it forms part of your profile URL, so choose carefully! Make your username consistent with your handle on other social networks so it’s easy for users to tag you on multiple networks at once.

Website

This is the only place on all of Instagram where you can post a clickable link. You can change it as often as you like, so you can link to your newest or most important content (like your latest blog post or video), a special campaign, or a landing page that specifically speaks to visitors coming from Instagram. Try using a URL shortener with a tracking code to get real-time statistics on visitors from Instagram.

Bio

Your brand’s bio needs to explain who you are and what you do, convey your brand’s unique personality, and use targeted language to show your ideal audience that they have come to the right place. That’s a big ask for a small space—you only have 150 characters—so you’ll need to get creative and use a few tricks to make your bio stand out.

So, with your other profile elements in place, it’s time to tackle the Instagram bio.

How to write a good Instagram bio: ideas, tips, and inspiration for your brand

Embrace the emoji

Even if you feel emoji are too cutesy to use on most of your brand communication, you may want to consider adding them to your Instagram bio toolbox. The emoji you choose—from faces to animals to the more restrained symbols like checkmarks and letters—create a sense of brand personality.

An emoji may not be worth a thousand words, but where character count is tight, the right emoji can tell visitors more about your brand than you possibly could with words alone. Take a look at how Asos uses a string of emoji in the example below to show visitors what to expect from their feed while creating a sense of the brand’s fun-loving approach. (Bonus points for the pointing finger used to highlight the clickable link.)

Instagram Bio Ideas for Business | Hootsuite Blog

Image via ASOS on Instagram.

Note the use of the ghost emoji to introduce the brand’s Snapchat handle, a commonly understood emoji shorthand. Other emoji commonly used this way are the location pin (📍 ) to note your brand’s physical homebase or brick and mortar location, and the envelope (✉️ ) to indicate your email address.

If  you’re nervous about dipping your 👣 in the emoji 🌊,, you can start by using emoji as customized bullet points. Seek out an appropriate emoji to introduce each item you want to include in your bio, even if it’s just a simple checkmark.

Break it up with spacing and line breaks

Line breaks and spacing allow you to break your bio into bite-sized chunks of information that are easy for visitors to scan, so you can highlight the most important things about your brand. In the example below, Vancouver blogger Rebecca Bolwitt (a.k.a. Miss 604) combines line breaks and emoji to highlight her personal brand.

Instagram Bio Ideas for Business | Hootsuite Blog

Image via Miss 604 on Instagram.

Implementing this formatting can be tricky on your mobile device, especially if you’re using an iPhone or iPad. There are two ways to achieve this look.

  1. Mobile Method: On an iPhone, open up the Notes app and write out your bio as you’d like it to appear, including line breaks. Select all and choose ‘Copy,’ then open up the Instagram app. Choose ‘Edit Profile’ then paste the text from the Notes app into your bio field in the Instagram app and select ‘Done’ to save.
  2. Web Method: Visit your Instagram profile, select ‘Edit Profile’ and space your bio as you’d like it to appear, then click ‘Submit’ to save. Note that when you view your profile on desktop, it will appear without line breaks.

Line breaks and spacing don’t always work the same way for web and mobile views. Since Instagram is primarily a mobile app, you can prioritize the mobile look, but be sure to view your profile on both a mobile device and a computer to make sure it looks okay in both formats.

Use branded hashtags to collect user-generated content

Nothing creates a more compelling brand story than images of real people interacting with your brand. The easiest way to collect those images is to include a branded hashtag in your bio that gives Instagrammers a way to share their content for you to regram on your own feed.

Look no further than the GoPro Instagram account to see how this concept can be used to create a beautiful feed that gets people excited about using your product.

Instagram Bio Ideas for Business | Hootsuite Blog

Image via GoPro on Instagram.

Branded hashtags are not just for products. PayPal combines emoji and a branded hashtag to set up a feed that showcases moving money as a deeply personal service, humanizing the brand.

Instagram Bio Ideas for Business | Hootsuite Blog

Image via PayPal on Instagram.

Keep in mind that any hashtags you include in your bio are clickable in the Instagram web interface, but not in the mobile app. For more Instagram hashtags and how to make them work for your brand, check out The Complete Instagram Hashtag Guide for Business.

Include a call to action

Like any good marketing communications, your Instagram bio should include a call to action—what do you want visitors to do after they visit your profile?

Airbnb uses its Instagram feed to showcase tantalizing photos of homes available to book through the service. Since Instagram visitors are sure to have their curiosity about these particular properties piqued, Airbnb’s call to action is simple: “Book a home from our feed.”

Instagram Bio Ideas for Business | Hootsuite Blog

Image via Airbnb on Instagram.

What is your conversion goal for Instagram visitors? If you’re showcasing visually compelling products, like Airbnb, you might want to send visitors directly to a site to buy. But you might also want people to Like your page on Facebook, sign up for your newsletter, or take some other action that aligns with your marketing goals.

Be clear in asking your visitors to take this step, and be sure it aligns with the link you entered in your profile, which will appear immediately after your bio.

If your goal is to build an Instagram following, your call to action might be simply to ask visitors to follow your feed, or to share their photos with a branded hashtag.

With these Instagram bio ideas in hand, you’re ready to create a bio that showcases the best of your brand and compels visitors to like, follow, and even buy, all in 150 characters or less.

Save time managing your brand’s presence on Instagram using Hootsuite. Share video, schedule posts, and monitor all from one dashboard. Try it free today. 

Learn More

The post Instagram Bio Ideas for Business appeared first on Hootsuite Social Media Management.

from Hootsuite Social Media Management https://blog.hootsuite.com/instagram-bio-ideas-business/

A 6-Step Guide for Creating an Employee Advocacy Program For Your Business

Many of us are guilty of an occasional Facebook humble-brag about a new job or a new title. We share anecdotes and stories from the daily grind with our Medium readers. We tag Instagram pictures and Tweets with #joblove when we want to show off a particularly cool aspect of workplace culture.

All of these are examples of employee advocacy, even if the people are engaging in these activities with no intention of promoting their organization. Employee advocacy refers to the exposure that a company’s staff generates for the brand using their own social channels. This opportunity to gain increase social share of voice and online visibility of a business is often overlooked by organizations, choosing instead to focus on exposure from third-party sources. But employees are more than twice as trusted as a CEO, senior executive, or activist consumer to communicate on topics related to the treatment of customers or employees.

Another advantage of an employee advocacy program is that, proportionally, it’s as effective for smaller businesses as it is for large corporations. Consider the numbers. According to Pew Research Center, the average US internet user has 200 Facebook friends and 61 Twitter followers. So if you’re employing 20 people in your boutique agency and leverage employee advocacy, you could be reaching an average of 5,000 people through staff alone.

While we can’t predict what makes people excited about employment at your company, we can provide an outline for an advocacy program that will encourage your team to talk about the brand. Here are six steps to inspire your employees to be your best brand advocates.

A 6-step guide to employee advocacy

1. Make workplace culture a priority

For employees to become brand ambassadors, they need to love more about their jobs than their paychecks.

Businesses should be organizing opportunities for team members to socialize with one another beyond the once-a-year holiday party. Encourage employees to organize sports and hobby-based activities and involve their coworkers. This can be done by subsidizing the activities that promote workplace culture and recognizing employees who take the initiative to organize these activities.

But if your budget is limited, even something as simple as setting up an internal social network for employees can help people connect with their work cohorts. In addition to making people in all roles and departments accessible online, an enterprise social network can later be a great tool for communicating advocacy initiatives quickly and effectively.

2. Create social media guidelines and communicate them to all staff

Before you encourage your team members to post on social media, be confident that your brand’s message will be communicated properly. While you shouldn’t aim to control your employee’s online behaviors off the clock, ensure that all employees have an idea of what it means to be a representative of your brand online. This means setting guidelines around polite online behavior, such as avoiding abusive or intolerant language at all costs. It also includes brand guidelines outlining how employees should refer to your products and services online.

Finally, make sure to provide employees with resources to properly respond to any questions or comments that come up about the organization online.

3. Educate employees on social media best practices

In addition to a company-wide social media policy, your employee advocacy program will benefit from formal social media training. One of the best ways to encourage participation in advocacy initiatives is bringing everyone up to speed on social media best practices—across all departments and seniority levels.

Make social media education a part of your business’s onboarding process. Choose the desired level of expertise based on the goals of your employee advocacy program and the general trends in social media knowledge of your candidates.

Want to leave your employees’ social media education to the pros? Check out Hootsuite Academy for free social media training and courses. Get started here.

4. Create an employee advocacy mission

As I’ve mentioned in the earlier examples, your colleagues may already be posting about work on their social media feeds without an incentive—but you as an employer have no way of measuring the impact, because this messaging doesn’t occur regularly or simultaneously. To observe the potential reach of your employee’s social channels, you need to provide them with a reason and a means to discuss something on social media and a reward for doing so.

For example, if your business is anticipating a new product release or a large hiring event, create a plan for communicating this internally first. Then, depending on what you’ve chosen as your primary business goal for the campaign, create an advocacy mission. If you’re looking to make it to the trending topics on Twitter, make a hashtag and organize a draw among team members who have created posts with that hashtag. If your target is share of voice, reward employees who have utilized several platforms in their messaging or posted more than once. Whatever you choose, make sure it suits the format of the social channel you will be targeting.

5. Appoint employee advocacy leaders

Before you begin scaling social media use throughout the organization, your executive team should have an established social media presence. Having higher-ups who are active on social sets a great example for the rest of the team; plus, thought leadership from your executives contributes to your brand’s authority, turning that online influence into profit.

Executives set the pace for social media use in the company, but you also need someone who’s responsible for communicating employee advocacy missions and creating proper incentives. This is especially pertinent to large organizations, where it’s difficult to ensure participation across all departments. That’s why it helps to appoint employee advocacy leaders in each department or team, who will be responsible for representing the brand on their social channels and encouraging their colleagues to do the same. A cascaded process streamlines the launch advocacy initiatives, as the message only has to be communicated once to a smaller group of people, who will in turn pass it down to their teams.

6. Track the right metrics to measure the effects of employee advocacy

Finally, in order to create an effective employee advocacy program, you need to measure and communicate tangible results of your initiatives. Even before you create your first advocacy mission, make sure it aligns with one of your company’s primary business goals. Then make a plan for which social media metrics you will be tracking, whether it’s share of voice, traffic to your website, the number of sales leads, etc.

Once the mission has wrapped up, summarize your results in a format similar a social media campaign report, but with an additional focus on employee engagement. Keep an eye on such numbers as the percentage of team members who participated in the initiative and their level of social media expertise. This data will help you adjust how you communicate and incentivize your employee advocacy initiatives in the future.

Employee advocacy made easy with Hootsuite Amplify

You know why employee advocacy is important, and how to encourage your workforce to get involved. But the hardest part is often the execution—actually getting staff to share company messaging on social media. That’s why we created Hootsuite Amplify, a mobile app that makes it safe and easy for employees to share approved social content with their friends and followers.

How does it work? Watch the video below and read the case study to learn how Topgolf, a global sports entertainment community, increases their brand awareness by enabling their Associates with Hootsuite Amplify.

Grow your social media reach through employee advocacy with Hootsuite Amplify.

Learn More

This is an updated version of a post originally published in September 2015. With files from Michael Aynsley.

The post A 6-Step Guide for Creating an Employee Advocacy Program For Your Business appeared first on Hootsuite Social Media Management.

from Hootsuite Social Media Management https://blog.hootsuite.com/a-6-step-guide-for-creating-an-employee-advocacy-program-for-your-business/

3 Easy Ways to Give Your Business a LinkedIn Makeover

I’ve never had a full-fledged makeover, but I can imagine how good it feels. Even after a simple trim I find myself strutting down the street, flipping my hair like I’m starring in a shampoo commercial. Admittedly, I feel a similar sense of pride when I clean up my digital appearance, changing my profile photo or updating my info.

Giving yourself a LinkedIn makeover is especially satisfying, since it’s how you represent yourself on the world’s largest professional network. Even though it’s important to keep your personal LinkedIn profile up to date to show off your most relevant qualifications to recruiters and potential employers, your Company Page deserves some regular primping as well. After all, more than 450 million people could be looking at it at any moment. Here are three easy ways to whip your Company Page into tip-top shape.

Bonus: Download a free guide to discover four time-saving tools to help you grow your LinkedIn network faster. Includes one tool that lets you schedule a week’s worth of LinkedIn updates in just three minutes.

1. Refresh your images

Updating the imagery on your Company Page is like getting a haircut or a new shirt—it’s an easy way to switch things up and make yourself look a little more polished.

Update your logo

Your logo appears on the profiles of your employees and when people search for your company on LinkedIn, making it an important image for creating first impressions. Make sure the logo you use is sized properly so that it’s clear and not pixelated or blurry.

LinkedIn logo image requirements:

  • Minimum 300 x 300 pixels
  • Recommended size of 400 x 400 pixels
  • PNG/JPEG/GIF format
  • Maximum 4 MB
  • Square layout

3 Easy Ways to Give Your Business a LinkedIn Makeover | Hootsuite Blog

Image via Hootsuite on LinkedIn.

It’s generally a good idea to use the same logo on LinkedIn that you use on your other social networks for consistency. Also, try to limit the amount of text involved, since your logo will sometimes appear smaller than it does on your Company Page itself (like when people search for your brand, for example).

Change your banner image

Since your banner image is the most eye-catching part of your Company Page, changing it up is one of the most effective ways to give your brand a LinkedIn makeover.

LinkedIn banner image requirements:

  • Minimum 646 x 220 pixels
  • PNG/JPEG/GIF format
  • Maximum 2 MB
  • Landscape layout (meaning your image should be wider than it is tall)

3 Easy Ways to Give Your Business a LinkedIn Makeover | Hootsuite Blog

Image via MailChimp on LinkedIn.

One way to refresh your banner image is to upload a photo that features your employees, as MailChimp did in the example above. Featuring the faces of real people at your company is a great way to humanize your brand, making it more appealing to those using LinkedIn to find job opportunities or create new business relationships.

3 Easy Ways to Give Your Business a LinkedIn Makeover | Hootsuite Blog

Image via Microsoft on LinkedIn.

Another tactic is to use your banner image to promote a specific campaign or deliver a brand message, as Microsoft did in the example above. Either way, this is your chance to grab the attention of potential new followers, employees, or connections. Go ahead and strut your stuff.

2. Update all your info

Without looking, can you describe what it says on your LinkedIn Company Page overview? Is it engaging enough to grab someone’s attention and make them want to explore the rest of your page? Does it portray everything about your brand that you want people to know?

If the answers to these questions elude you—or you added a little blurb when you first created your Company Page and haven’t touched it since—it’s time for an update.

3 Easy Ways to Give Your Business a LinkedIn Makeover | Hootsuite Blog

Image via Starbucks on LinkedIn.

Your overview is the blurb that appears under your banner image on your Company Page. In the example above, Starbucks describes what it does, the products it offers, what it’s like working for Starbucks, and the ethics that the company adheres too—in other words, the overview covers everything a potential employee or business partner would want to know. You’ll note that this is all done in a personable tone of voice as well. There’s no jargon, no hyperbole, and no fluff.

Learn how to get even more out of LinkedIn with free social media training from Hootsuite Academy.

Aside from your overview copy, make sure the other areas of your Company Page are filled in with the most relevant info, including the URL to your website, the year your company was founded, where your headquarters are located, your specialities, and company size.

3. Create Showcase Pages

A Showcase Page is an extension of your Company Page that allows you to highlight something specific about your business—whether it’s a brand, product, service, or initiative. This makes it easy to build a dedicated community on LinkedIn that revolves around a particular message or segment of your business.

3 Easy Ways to Give Your Business a LinkedIn Makeover | Hootsuite Blog

Image via Cisco on LinkedIn.

For example, Cisco uses Showcase Pages to communicate specific, separate stories about its data center, security, enterprise networks, collaboration tools, and more.

Learn how to get even more out of LinkedIn with free social media training from Hootsuite Academy.

Along with creating Showcase Pages, here are five other things your brand should be doing on LinkedIn.

Ready to flaunt your refreshed Company Page? With Hootsuite, you can schedule LinkedIn posts, target a specific audience, engage with your followers, and measure your impact—all on one platform. Try it for free today.

Learn More

The post 3 Easy Ways to Give Your Business a LinkedIn Makeover appeared first on Hootsuite Social Media Management.

from Hootsuite Social Media Management https://blog.hootsuite.com/business-linkedin-makeover/

Take Customer Support on Social to the Next Level by Being Proactive

As the social channel lead for our customer support team, I’ve read my fair share of studies highlighting the importance of social as a part of a support strategy. I’ve also witnessed the benefits—ticket deflection, low first response times, high customer satisfaction—firsthand when our customer support agents (who we call customer advocates) efficiently resolve customer issues on Twitter and Facebook.

Traditional social customer support—and really, any customer support—is, by its very nature, reactive. Whether it’s a call center or a Twitter handle, most customer support happens when a customer reaches out with a question or problem.

In a traditional call center, you’re limited to purely reactive motions: pick up the phone, resolve your customer’s issue, hang up, and do it again. But the key benefit of social media support is that you’re not limited to one-on-one interactions.

And so, the scope of the support you provide should grow beyond reactively responding to questions. Being proactive is the next phase of providing customer care that will allow you to take the support experience to a whole other level.

What is proactive social customer support?

Providing social customer support doesn’t always need to be as transactional as a question being asked and answered. It can be human nature to avoid asking for help when we need it most, and your customers are no different. So when it comes to social media, you’re not always going to get that direct mention, or “can you help me?” reach out. That’s what makes proactive support so important.

Instead of waiting for people to direct their questions at your brand, proactive social customer support lets you take advantage of the one-to-many nature of social to reach a larger audience, reduce your reactive support efforts, and ultimately delight your customers.

It starts with effective reactive social customer support

In order to offer effective proactive customer care, you first need to actively participate in reactive social customer support. If you have these two expectations of reactive social customer support nailed down, you’ve likely built out a successful reactive support strategy:

1. Be present

A feed filled with unanswered questions is a poor representation of your organization. So be where your customers are, and trust me, they’re on social:

  • 59 percent of adults ages 18 to 34 use Twitter for customer support
  • It’s not just millennials—43 percent of all online adults used Twitter for customer support, according to research from Forrester

2. Respond as soon as possible

Your customers have high expectations when it comes to response time. Lucky for you, the “modern call center” of social allows you to have quick interactions with your customers without the cost burden of real-time channels such as phone and chat:

If you’re meeting these two core expectations, you’re fulfilling the basic requirement of social customer support: responding to your customer’s questions. On to the next phase of your social customer care strategy.

Move your social customer support strategy beyond purely reactive messaging

Include proactive content into your overall support strategy

If people who engage with your brand only see a sea of replies on your profile, you’re missing out on the opportunity to provide them with the resources they need to self serve. Interestingly, customers actually prefer to find their own solutions. A recent Forrester study found that 81 percent of U.S. online adults use help or FAQs on a company’s website.

Share these resources on social media and make them discoverable. Doing so will help you build a content strategy for social customer support that goes beyond replies. Through this strategy, you’ll be able to:

Deflect emails, chats, or telephone calls

The one-to-many nature of social lets you share content with thousands (or millions) of customers in just one message. Providing users with help content, FAQs, and tip-filled status updates will empower them to solve their own issues before they reach out to your agents on other channels.

Lower first response time (FiRT)

By proactively providing your customers with solutions to frequently asked questions, you’ll be able to reduce the amount of incoming support related inquiries, and as a result, increase agent productivity and efficiency.

Increase customer satisfaction (CSAT)

Due to quicker first response times, social media customer support is known to have a higher rate of customer satisfaction. Proactively sharing help content allows more of your customers to find their own answers, thus improving the efficiency of your other social media customer care efforts. Better, faster, happier.

Increase trust

Keeping your customers in the know about what’s happening behind the scenes helps to increase customer trust and improve the overall customer experience.

How to start offering proactive customer support

Let people know where to reach you

Having people find and engage with your #SupportParty is a huge part of the equation. Be proactive by reminding customers of the channels of communication they can use to reach you. By redirecting people to the most effective social channel, you’ll ensure that they have the best social customer support experience possible.

You can start by creating a dedicated support handle, like we’ve done with @Hootsuite_Help. This will help give your channel a focused audience, making it easier to identify and provide the type of content that will be useful for your followers.

If you don’t have the resources available to manage more than one handle, don’t worry. You can still offer proactive customer support. Make it clear in your Twitter bio that your main handle is equipped to answer support-related questions.

Whether you have two handles or one, setting up search streams in Hootsuite will make it easy for your team to identify support related questions without all the noise.

Learn how to get even more out of Hootsuite with free social media training from Hootsuite Academy.

How to build a social support content strategy

Set goals

You’ve already set goals that measure the success of your reactive social customer support (such as first response times and customer satisfaction). When you’re setting goals for your proactive help strategy, you should focus on answering two questions:

  • How are you driving users to your help resources? Use URL parameters to track page visits from social to your help center, knowledge base, or online forum.
  • How are your users are engaging with your proactive Tweets? Be sure to pay attention to likes, replies, Retweets, clicks, and media engagements such as views.

When we started sharing proactive content to @Hootsuite_Help, we used the engagement metrics for reactive Tweets as a benchmark for measuring the success of our proactive Tweets. Since starting our proactive strategy, these Tweets have consistently gotten over 20x the engagement of our reactive tweets.

Fill your content calendar

Creating a content calendar will help you organize the proactive content you’ve created and help you develop a posting strategy.

The content included in a proactive social customer support content calendar is largely informed by the needs of your audience and figuring out where you can align with other parts of your organization.

Bonus: Download a free guide that reveals how to increase social media engagement through better audience research and customer targeting.

Types of proactive social customer support content

Wondering how much proactive support content can there really be? Plenty. Here are a few of the kinds that we share from @Hootsuite_Help:

Welcome Tweets

Let people know that you’re online and ready to take their questions. It’ll help humanize your channel.

Links to resources like help articles

Send your followers to help articles so that they can get to know your product and self serve.

Product updates

Give your followers insight about product updates or upcoming changes. It’s a great way to keep them in the loop.

Polls

Get to know your audience and gather nearly-instant feedback by sharing polls.

Images, GIFs, and video

Engage your audience by sharing some eye-catching visuals. GIFs, in particular, can be a wonderful way to easily demonstrate a how-to, show off a new feature, or share a quick tip.

Behind-the-scenes

Let your followers know who’s answering their questions by profiling some of your customer support agents.

6 best practices for offering proactive social customer support

These are a few of the things that the team here at Hootsuite has found most effective in implementing our proactive social customer support strategy.

1. Assess the needs of your audience

The content you’re sharing should, above all, be relevant, useful, and engaging for your audience. You wouldn’t make a Drake playlist for your dad’s retirement party would you? (Me neither…) Customer support has the advantage of holding a lot of central data. Using top contact category data will help inform your content strategy. For example, if you find that an increasing number of customers are asking about where to find details about their billing charges, you can share a tip on that topic.

2. Ask for feedback

Use Twitter polls to get direct feedback on what your followers want to see tips about, and then provide tips based on those results. Once you start posting content consistently, you’ll be able to use your engagement metrics to see which content works and which doesn’t. And be sure to share the results of the poll with your followers! Below, see three Tweets we sent when we ran a poll asking for feedback: the poll itself, the results, and a tip based on the feedback we received.

3. Sync up with other departments

Align with internal departments across your organization on launches, campaigns, or new products. When big stuff is happening in your company, odds are there will be support-related queries about it. Be sure to remember that your channel focus is different, and that the role of a support channel is to anticipate possible user questions and share appropriate resources rather than promote a new product or service.

4. Make it fun (where appropriate)

With any social content strategy, it’s important to have original content and include visuals. Whether it’s an infographic that adds value and helps educate your customer, or just a fun GIF, these help drive more engagement for your content.

5. Share live updates

Your users should be able to come to your social support channel to find answers when things go wrong. Is your product or service experiencing slowness or technical difficulties? Share live updates. Your followers will appreciate it, and it will help reduce the number of email or chat tickets during these peak times:

6. Be human

It’s always refreshing to see that there are real people working behind those screens to resolve your problem. Humanize your social customer support channel with messages that lighten up the channel’s otherwise technical focus. Our customer advocates send fantastic “Welcome Tweets” at the beginning of their social shifts.

Remember to be responsive to what your customers need and be flexible enough to adapt your content calendar when it makes sense.

What’s next?

You’ve developed your proactive social customer support strategy, now it’s time to implement!

Schedule content

You’ve completed the hard parts—getting the content together, selecting the best posting times, and adding it all to your content calendar—now for the scheduling. Each Friday, I grab an afternoon snack, sit down and use Hootsuite to schedule Tweets from my content calendar. Doing this on a weekly basis helps me stay on top of new product updates and launches so that our support channel is always sharing the most relevant content possible.

Learn how to get even more out of Hootsuite with free social media training from Hootsuite Academy.

Engage with people

Always be prepared to engage with your users around whatever messaging you send out. If people thank you for your help, send them back a quick shout-out! #ShareTheLove

Track success

On a weekly basis, the Hootsuite support team tracks engagement on proactive Tweets. We pay attention to things such as likes, Retweets, quotes, and replies. This helps us find ways to improve the content we’re sending, and prepare ourselves for the week ahead. We also track things like link clicks to help us calculate how many of our users are using the self help resources that we’ve shared.

Revise and adapt goals and strategy as needed

The best part about working in social? Things are always changing—fast. Your strategy should follow this pace. Don’t be afraid to add and remove elements along the way to help you succeed!

Here at Hootsuite, we’ve seen a lot of success with the proactive system of providing social customer support. We’ve learned that harnessing the power of social is about far more than just being reactive, and we hope that you can find success in this too!

In true owl spirit, our customer support team is available 24/7 to help you—reach out to us @Hootsuite_Help for any Hootsuite questions you might have!

Planning to integrate social customer service into your social media strategy? Hootsuite can help.

Learn More

The post Take Customer Support on Social to the Next Level by Being Proactive appeared first on Hootsuite Social Media Management.

from Hootsuite Social Media Management https://blog.hootsuite.com/proactive-social-customer-support/