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9 Tips for Fielding Customer Questions on Social Media

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Customers approach a company through many different channels, including social media. This isn’t a bad thing, as social media carries the advantage of immediacy: Customers have questions, which you can respond to in real-time. Social media also carries the weight of audience, though: You’re effectively talking in a crowded room, and people are paying attention.

So how should you handle customer questions on platforms like Facebook and Twitter? Should you always respond on the same channel, or are there times you’ll want to take the conversation to email or phone? And, if so, how do you know when?

To find out, we asked nine members from YEC for their perspectives on approaching social media and customer service.

1. Social Media Is Where the People Are

Facebook has approximately 1.86 billion monthly active users, and Twitter has 317 million, so it’s safe to say social media is where the people are. Your customers are most likely on some sort of social media, and most people find that social is the easiest and quickest way to contact a company. It’s crucial to have a customer service team responding to your social media inquiries as soon as possible.

Dave Nevogt, Hubstaff.com

2. Customers Are Expecting It

If you have social media profiles, it’s a must to provide customer service through that channel. Whether you like it or not, customers will try to contact you where they feel most comfortable. It can be a great form of marketing, too: Satisfied customers from social media are more likely to share their experiences with others.

Elliot Bohm, Cardcash.com

3. Connectivity Boosts Personal Connection

We activated Facebook Messenger on our Shopify store about six months ago. I’m blown away by how many people sign on through Facebook at checkout, then provide feedback, ask questions and thank us for sending them information like tracking and order receipts there. It’s been a huge boost for making personal connections with customers, rather than leaving them looking for a contact page.

Josh Sprague, Orange Mud

4. Use Social Media to Control the Conversation

Traditional customer service tools are great for solving problems behind the scenes, but when your customers are having problems and talking about them on social media, it can be incredibly valuable to have a support account. By interacting instantly with any complaint, you are able to control the conversation before it gets out of hand.

Christopher Swenor, East Coast Product

5. Give Answers Quickly via Social Media

Our customers are millennials. They tend to be impatient and want answers right away. If they don’t get them, they’ll check out from your social media account and try to get another brand’s attention ASAP. It is important that customers don’t wait that long.

Daisy Jing, Banish

6. Handle Details via Email

Social media customer service is great for quick Q&As and responding to feedback. However, when there’s a lot of back and forth or detailed information that needs to be shared to resolve an issue, take it to email to prevent it from cluttering up your pages and to help the customer keep a good record of the interaction.

Roger Lee, Captain401

7. Provide Other Channels

While some of your audience may prefer to be contacted this way, you can’t assume it’s for everyone, so make sure you have other channels like a live agent on your website, a clearly marked phone number with real people, a help desk function that provides answers and a customer service email address.

Murray Newlands, Sighted

8. Avoid Social Pressures When Discussing Service Issues

Social media offers an excellent way to listen and interface with customers. If a customer service problem arises, you have to answer your customer to show you care and value their feedback. But create offline channels to deal with the service issues and interact with the customer so it’s not aired over social media. This removes social pressures and encourages honest and direct communication.

Dan Golden, BFO (Be Found Online)

9. A Customer Is a Customer Anywhere

If someone contacts you on your company social media, you should absolutely treat them as you would a customer in any other context. Every meeting is an ambassador moment, so it simply doesn’t make sense to me to silence these people. That doesn’t mean you have to answer them outside of work hours, but make an effort to reply quickly.

Matt Doyle, Excel Builders

 

Make the Most Out of Your Social Media Efforts Today

With more than two billion users accessible through social media, it’s quickly become one of the fastest and most effective ways to reach audiences and customers around the world. Be sure to implement these expert tips into your social media marketing and engagement efforts today.

If you enjoyed this expert round-up, be sure to also view our previous guides on how to get more feedback from your customers and 11 different platforms for growing your personal brand.

Zac Johnson is a online marketer with 15 years of experience and also a blogger at ZacJohnson.com, as well as the founder of BloggingTips.com. You can also follow me on Twitter and Facebook

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14 Social Media Tips For Attracting Gen Z Audiences in 2019

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As the workforce and consumer market’s next up-and-coming demographic, Gen Z is an attractive target audience for many businesses. Depending on your company, you may want to consider this audience in your social media efforts to engage prospective customers and employees. However, it’s important to remember that each generation has their own unique preferences — what worked in attracting millennials, for instance, won’t necessarily work for Gen Z.

To help you target Generation Z on social media, we asked a panel of Young Entrepreneur Council members for some tips they’ve used to successful appeal to this audience. Here is what they advise:

1. Personalization

I think that personalization is one of the best ways to appeal to Gen Z on social media. Studies show that more people want to see personalized content and advertisements than ever before, starting with Gen Z. We can use this love of personalized experiences to create content playlists and advertisements that appeal to this crowd.

Blair Williams, MemberPress

2. Influencer Marketing

Studies have shown that the Gen Z audience relates more to influencers than celebrities, so influencer marketing on social media is a great way to connect with them. When they see someone that they can relate to using a product, they’re more likely to buy that product too. Influencer marketing is a form of social proof that the Gen Z audience can trust.

Stephanie Wells, Formidable Forms

3. Chatbots

One of the best ways to generate leads for your business, especially with the Gen Z crowd, is by having a chatbot available on your social media account to answer any questions. Live chat reps are good for some tasks, but if a customer has a common inquiry, you could implement a chatbot to help resolve these questions or concerns in seconds.

Syed Balkhi, WPBeginner

4. Instagram Stories

Instagram Stories are widely popular with the Gen Z audience. Instagram Stories are great because they’re short and engaging, which is perfect for an audience with a shorter attention span. With so much content on the internet, it’s important to get information across quickly and in an entertaining way.

John Turner, SeedProd LLC

5. Answer Their Questions

Gen Z prefers to engage with businesses on a more personal level, so taking time to answer their hard-pressed questions when other brands ignore them can set you apart from the rest. Try to solve their pain points and figure out what they need help with so they look to you as an expert and appreciate what you can give them.

Jared Atchison, WPForms

6. Video Content

Blog content is great and capable of getting millions of views, but Gen Z seems to prefer video content over traditional text. I like to mix it up by creating a blog post, then creating a short video version of the article for people who prefer this format.

David Henzel, LTVPlus

7. Leverage FOMO

People, especially in the younger crowd, hate to feel like they’re missing out on anything important going on. That’s why using FOMO, or fear of missing out, is such an effective method to get their attention on social media. Make it sound urgent that they take some sort of action beneficial to your business. – Thomas Griffin, OptinMonster

8. Focus Your Efforts

Facebook is trending towards the millennial and older group, while Tik Tok, Snapchat and even Instagram are much more appealing to Generation Z. Make sure you focus your efforts on the channels in which your audience exist, then produce content that resonates with them. Short videos, in particular, are very powerful for interacting with this audience.

Andy Karuza, Relm Wellness

9. Value-Driven Content

When communicating with Gen Z through my social platforms, I focus on providing some form of value in the content that I share. There is no audience as tech-savvy or as fluent and comfortable with different online platforms as Gen Z, and in turn, they will not be impressed by or respond to something that is not of value to them. Providing value allows you to cut through the clutter and resonate.

Adam Mendler, The Veloz Group

10. Mobile Experiences

Go mobile, because that’s where the Gen Z audience is. Smartphones are what they live by. This can supersede other strategies that might seem effective because, in the interests of the demographics, you have to go to the device where they’re at the most. On that note, your website should be perfectly optimized to mobile.

Andrew Schrage, Money Crashers Personal Finance

11. No Filters

If you’ve been following Gen Z on Instagram and other social media, you might have noticed that they don’t spend nearly as much time as, say, millennials to make their feed look polished. Many of them specifically bypass Snapseed and post straight from their phone. The “realness” of this world is what really attracts young people from this generation, so just be real and capitalize on imperfection.

Solomon Thimothy, OneIMS

12. Images and Memes

The younger generation has a short attention span. Get your message across quickly by using images and memes. Avoid any marketing message that takes more than 10 seconds to initially consume.

Brian Greenberg, True Blue Life Insurance

13. Behind-the-Scenes Content

Gen Z is a more self-aware generation. They use social media for entertainment as well as learning. Using video content to give them behind-the-scenes glimpses into the brand, creating how-to videos and using social media for telling compelling stories is the best method to boost engagement. They don’t want to be sold to, so brands need to forge organic connections through their content.

Rahul Varshneya, ResumeSeed

14. Corporate Social Responsibility

Use a social cause to drive your brand and product mission forward. Create social media campaigns and profiles that are associated with improving life. The majority of Gen Z care deeply about making an impact and they want to be aligned with brands and products that do just that. Do this in an engaging way, like through Instagram story, to build a more personal connection this generation craves.

Jared Weitz, United Capital Source Inc.

Social Media is the Path to Generation Z

In addition to the many tips and marketing methods listed above, it’s also important to have an effective content creation and marketing strategy in place.

To learn more about what’s working best for bloggers, brands and content marketers on social media, click here for more tips and actionable methods you can start implementing today.

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#1 YouTube Banner Template: How to Create a Custom Banner for Free

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The world’s population watches almost 5 billion YouTube videos every single day. That means YouTube is a massive market that you’re most likely not utilizing.

But don’t worry, it doesn’t take much to get a professional footprint on YouTube. When you’re getting started, one of the most important features to focus on is your YouTube banner.

We’ll go into everything you need to know about creating a YouTube banner. Towards the end, we’ll recommend a few YouTube banner templates to get you started.

What is a YouTube Banner?

When you click on any given YouTube user’s name, YouTube brings you to that user’s channel. Here you can see all their videos and playlists. At the top of the screen is a banner with the YouTuber’s brand. This is a YouTube banner.

Click around on a few different users you follow to get a good idea about the different banners on the market. See what draws your eye and what you do and do not like.

If you’d like to find more tips on how to effectively create and use your YouTube profile page and videos for branding, be sure to check out these quick tips.

What are the Banner Specifications?

When you’re designing your banner, it’s important you follow the right specifications. People are watching YouTube on their phones, tablets, laptops, and even their TV’s. You need to make sure your banner renders properly on all these different screen sizes. You can make sure you get it right by following the specifications.

According to Google, your banner should meet the following specifications:

  • Recommended: 2560 x 1440 px
  • Minimum for upload: 2048 x 1152 px
  • Minimum “safe area” where text and logos are ensured not to be cut off: 1546 x 423 px
  • Maximum width: 2560 x 423 px
  • File size: 4MB or smaller

What Should I Include in My Banner?

Your banner is a representation of your brand. It should intrigue viewers, and give them a snapshot of what to expect from your channel. Make sure to include your brand name.

Here are the Best YouTube Banner Templates

There are several places you can get a high-quality YouTube banner template for free. Here are a few of our favorites.

Google

Google has its own template designs for YouTube. Makes sense, after all, they do own YouTube.

Adobe

Adobe is perhaps the best YouTube banner maker app available on the market. They let you create a design for free in minutes with no previous experience.

Canva

Canva offers several different template designs. They have available stock photography you can use, or you can use your own images.

It’s Easy and Vital To Get A Quality YouTube Banner

We’ve covered all the basics you need to know to get a quality YouTube banner. We’ve also listed some of the best places to get a YouTube banner template.

Getting a YouTube banner is an important start in a quality YouTube channel, but it’s only the start. Now you have a professional YouTube appearance!

The banner is vital for a professional appearance. But that alone isn’t enough. Regularly post quality videos to build traction for your YouTube presence.

I make over six figures every month and so can you. Sign up below to get instant access to my exact blogging strategy!

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Instagram Checkout and the Move Toward Frictionless eCommerce

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The number of hurdles standing between online shoppers and completing transactions is dwindling. The path to purchase is getting smoother as retailers move toward frictionless ecommerce. Gone are the days where shoppers must visit an ecommerce website to buy a product, especially if they originally spot the product on a social media platform.

Nowadays, social shopping is capable of enabling people to reduce the number of steps to checkout by allowing them to buy without exiting social media. Instagram Checkout is the latest feature geared toward making it easier to complete deals. Here’s more on this announcement and its potential impact on the ecommerce industry as a whole.

First, What Is Frictionless Ecommerce?

When you hear the word friction, you probably think of resistance. This force can be useful, like using sandpaper to smooth down rough wood. Or this force can be a hindrance, like trying to slide a piece of heavy furniture across the floor. In ecommerce, friction is undesirable because it means shoppers are meeting resistance when they try to proceed through the sales funnel.

Frictionless ecommerce is something sellers are seeking out because it allows them to “integrate buying opportunities as simply and seamlessly as possible into consumers’ everyday activities and natural environments,” according to BLM Technologies.

One of these natural environments is social media, an activity in which many users are spending a larger chunk of each day. It only makes sense to try to sell to people there, rather than requiring them to visit a separate website each time they want to browse or buy.

The ethos behind frictionless ecommerce tells us reducing the number of steps it takes to buy products online will motivate more people to stick around for as long as it takes to convert. Less hassle translates into more sales and a better customer experience.

Of course, it’s still vitally important to set up a responsive, fully featured online store complete with secure checkout. After all, some people won’t use social shopping. Today, leading platforms like Shopify offer free ecommerce website builders to help retailers run their stores. Branching out into frictionless ecommerce in the form of social shopping will help merchants capture even more sales by offering shoppers flexible options.

Building a Trusted Brand and Following Will Still Apply

As you can imagine, with more than a billion active users on the Instagram platform, it’s going to get quite competitive when it comes to ecommerce advertising. With that being said, this is where traditional authentic and organic followers and engagement will come into play.

We recently talked about the power and effectiveness of using a tool like Kicksta to automate the audience targeting and engagement process. For ecommerce and online stores, this is one of the best ways to put your Instagram marketing efforts on auto-pilot, which also reaching new audiences daily.

This also leads to better paid advertising and remarketing options as well. Once a user starts following your account, you have a clear indication that they are interested in what you have to offer.

Set up a new Instagram ad campaign that targets your existing followers, then compare the results with your outside targeting and default ad campaigns. We are sure the existing follower audience set will perform much better. You can visit their website here and watch the short video on their homepage to see how the process works.

The Rise of Instagram Checkout in Ecommerce

Instagram is a highly visual platform, allowing brands to connect with users through engaging images, videos and captions. If you’re an Instagram user, chances are you know the feeling of seeing something you like and wanting to know more about it — or perhaps even conducting an impulse purchase it on the spot.

Instagram Checkout aims to tap into the marketing prowess of this app by “allowing users to complete product purchases without having to leave the app.” It’s all of the convenience of online window shopping without even having to go into the store, except people can still get their hands on the product. Plus, after Instagram users enter their payment data once, the app saves it for future purchases. Thus, the purchasing journey remains inside a single app — making it more convenient and tempting for mobile shoppers who follow their favorite brands online.

At the moment, Instagram Checkout is a feature in beta testing available to about 20 top brands. An advanced version will be available to more merchants down the line, which means we all need to prepare for the wider acceptance of social shopping. Once this becomes the standard, online users will crave ultra-convenient experiences.

Instagram Checkout is an exciting new development on the horizon for ecommerce brands, and stores must embrace the move toward frictionless ecommerce to stay competitive.

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