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12 metrics to monitor social media
Monitoring

12 metrics to monitor social media

Social media monitoring started being used by companies for over a decade, but only on the last few years we realized that listening to what is said on the internet goes beyond the buzz over advertising campaigns or crisis management. A look over the consumer and the categories is another…

Social Media in Practice: The Automation of customer services
social crm

Social Media in Practice: The Automation of customer services

DID YOU KNOW… … chatbots give service to an average of 30% of consumers without the need for human intervention? Bots that interact with users on the internet allow these users to ask questions to which an appropriate answer is formulated, according to a pre-defined guide. But the possibilities go…

Social CRM: turn a public complaint into a private reply
social crm

Social CRM: turn a public complaint into a private reply

At the end of 2015, Facebook implemented a series of new functions with the purpose of stimulating and optimizing the conversation between users and fan pages on the platform. One of the main changes was the possibility for the page to answer comments through private messages. Before that, when consumers…

Customer Care’s digitalization
social crm

Customer Care’s digitalization

You already know this, but it doesn’t hurt to remind you: in a few years, telephone support will no longer exist. Helped by new technology, consumers have a wider range of more comfortable alternatives to search for solutions with companies they relate with, either by consumption or affinity. The main…

How to keep control of a franchise on social media
Monitoring

How to keep control of a franchise on social media

The franchise system has big advantages, both for franchisors and franchisees. One of the main benefits is the possibility of using coordinated marketing campaigns, performed collectively, often with better results than individual campaigns. And this is how new opportunities can be taken advantage of with the use of social media.…

How to fight back fake news about you and your company on social media
Monitoring

How to fight back fake news about you and your company on social media

During the 2016 north American elections, Facebook and Google were accused of favoring the republican candidate Donald Trump by releasing fake news about his opponent, Hillary Clinton. The discussion generated debates over the last weeks about how the social media giants can fight the spreading of fake content. Despite the…

Social CRM: optimize your customer support with saved replies
social crm

Social CRM: optimize your customer support with saved replies

Early in 2015, Facebook released the “Very responsive to messages” badge for pages that answer 90% of their private messages in an average span of 5 minutes. The goal was to stimulate communication between brands and consumers, making customer service on the platform faster.  ​ Still on the same year,…