The biggest social networks in the world live under the Facebook umbrella, and brands that make great use of their Facebook Page and Instagram profile can create wonderful experiences for their audience.
It all begins with getting set up correctly. Let’s begin with Instagram.
Fill out your contact information completely
You want to show people that you are committed to being there for them on social, and one way to do that is to put in the time to create a complete profile. This includes the obvious bits like profile picture and description.
But beyond those basics, we also highly recommend filling out the finer details like category, location, and contact information. This shows your audience that you’re willing to engage with them in any way that works best for them — whether it be through a direct message, through a reaction to a Story, or through email or in-person.
The same advice holds true for your Facebook Page. Spend the time to fill out everything completely, including your profile picture, cover photo, and About section. But also make sure that all your contact information is listed.
As a bonus tip, if you’re actively engaging with people on these networks, then those interactions are likely to be quite easily visible whenever someone visits your page. You can see the replies to things like Facebook posts, and you can scroll through Instagram comments. If you notice that a brand is jumping into the comments to answer questions and share emojis, then you’re likely to leave with a positive feeling about that brand!
Take full advantage of social engagement features
The other major tip we want to share about engaging on Instagram and Facebook is to take advantage of some of the new features that both networks are rolling out to manage conversations even easier. There’ve been a lot of neat announcements recently. You might have heard about Threads, a new standalone app from Instagram that is intended for private, 1:1 conversations. It remains to be seen exactly how brands might use this tool, but it’s worth keeping an eye on.
What’s more immediately clear is the way that Facebook hopes to unite its messaging for businesses into a centralized inbox. Currently, you can manage Messenger and Instagram DMs through your Facebook Page, and Facebook has added even more functionality just this last week, including the capability of:
- Adding labels to contacts, like ‘VIP’ and ‘New Customer’
- Using saved replies to streamline responses for common questions
- Setting up instant replies and away messages, which you can schedule to be sent at different times
- Also on the horizon: Instagram DMs might be coming to desktop soon. Currently, you can only access these through the mobile app.
Getting the most out of Twitter engagement
Twitter is especially effective customer support and success channel that can be scaled much easier than traditional phone or email support channels. It’s fast and effective for your customers, and it’s speedy and efficient for your social media team.
Like Instagram and Facebook, it helps to get the profile set up completely. Specifically for Twitter, it can be great to add support hours to your Twitter account profile. Twitter makes it incredibly easy to include your support hours directly on your Twitter profile. This helps set response time expectations with customers which is crucial.
Similarly, you can enable the ‘Provides Support’ label to let customers know that your Twitter account provides support by quickly enabling this option.
One small tweak that we highly recommend making on Twitter is allowing anyone to send you a Direct Message. You can reduce friction by allowing anyone to send you a private Direct Message as opposed to the normal flow where you and your customer must follow each other in order to DM. This would encourage more conversation with your audience.
Here at Rebel Online, we offer numerous solutions with regard to social media management. Get in touch with us today to discuss how we can assist you in drafting your company’s next chapter of success.
