Tag Archive | "facebook-messenger"

Upcoming Facebook for Business Webinars

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Facebook for Business has several webinars on tap covering topics including Instagram, lead ads, Messenger, dynamic product ads, Slideshow and local awareness ads.

The social network offered details on the webinars in a Facebook for Business post:

Getting the Most Out of Facebook and Instagram Together, April 26: Learn how and why to run campaigns across Facebook, Instagram and Facebook Audience Network. Through this webinar, you’ll get guidance on when to advertise on the platforms together versus separately, learn creative best practices and see other advertisers’ examples and success stories. Register now.

Getting the Most Out of Facebook’s Lead Ads, April 28: Get the leads that matter most to your business. Lead ads give people a quick and privacy-safe way to sign up to get information from businesses. Through this webinar, you’ll learn the benefits of lead ads, get tips on how to use them for higher-quality leads and see other advertisers’ results and case studies. Register now.

Advanced Performance Marketing on Instagram, May 5: Learn how to maximize the performance of your direct-response campaigns on Instagram. Our product team will cover best practices, including targeting, bidding, creative, reporting and optimization. Register now.

Messenger Best Practices, May 26: More people than ever are messaging businesses on Facebook. Using Messenger on your page is a great way to connect with the people that matter most to your business. Learn how to use this valuable communication channel in the most effective way. Register now.

Best Practices for Maximizing Success With Dynamic Ads, June 9: Dynamic ads enable advertisers to promote their entire product catalog on Facebook. Through this webinar, you’ll learn how to set up dynamic ads (including setting up the Facebook pixel and app events, prepare your product catalog, optimize for product sales and choose your target audiences. Register now.

Going Global With Facebook, June 15: Whether you’re just starting to think about expanding to new countries or are already reaching international audiences, this webinar will give you an overview of Facebook offerings for cross-border marketers, insights on optimizing your campaigns for global audiences and best practices from experienced global businesses. Register now.

What’s New With Slideshows on Facebook, June 29: Slideshows on Facebook are helping businesses of all sizes capture people’s attention with video. Find out how to get started, learn to create a Slideshow video campaign in minutes and hear success stories from businesses around the world. Register now.

Local Awareness Ads—The Right Place at the Right Time, June 30: Local awareness ads are the best way to reach people near your business. Through this webinar, you’ll learn how businesses with multiple locations can share a locally relevant message, at scale. Our team will also share best practices and success stories. Register now.

Article courtesy of SocialTimes

5 Ways Brands Can Connect With Social Media Messaging

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Billions of people worldwide use apps like Facebook Messenger, WeChat and Snapchat to connect, with new users logging on every day. Even more so than other iterations of social media, messaging is all about relationships. Global trends indicate that messaging is poised to take over—usurping email and call centers, playing a crucial role in retail commerce and changing the way we play.

Below are five strategies businesses should implement to increase brand loyalty through social messaging.

Why messaging? Anyone who’s not on messaging right now is about to be. Some sources say 40 percent of mobile subscribers in the U.S. alone use messaging applications monthly. Globally, the numbers are estimated much higher, thanks to countries like China, which skipped Web 1.0 and where everything is done on mobile. The most popular social messaging apps boast hundreds of millions of monthly active users: Messenger sees 800 million, and WeChat, a favorite in China, 650 million.

But making the most of messaging means more than quick replies to customer complaints (although that’s a crucial aspect). Like any other kind of social media marketing, messaging is all about building relationships and offering engaging, relevant content to rise above the noise and keep customers’ attention. What sets messaging apart is its media-driven power to make immediate impacts, fuel hyper-personalized interactions and enhance customer experiences by blurring boundaries between the physical and digital realms. Messaging is about to change the world: Which brands will reap the rewards?

Stay true to your brand

While it’s useful that Messenger (for example) offers canned replies for brands, it’s important to humanize chat—especially when a customer is already unhappy. Copy-and-paste replies do little to assuage annoyance, and they can often increase ire. Your company works hard to build your brand’s unique personality and strengthen its reputation; it’s critical to carry these attributes through every expressive aspect, not the least of which are messaging app interactions. Don’t risk destroying a carefully constructed brand through overuse of canned copy or by regurgitating scripted marketing-speak—anything brand reps post to messaging apps will live forever on customers’ smartphones.

Provide real-time customer service

You can convert unhappy customers to brand advocates if complaints are handled swiftly and thoroughly. For decades, customers have dreaded the limited hours and interminable wait times that come with calling 800 numbers, and call centers’ high staffing costs mean that businesses don’t feel much better about fielding concerns over the phone. Social messaging apps not only give customers 24/7/365, almost instant access to service representatives—who can now efficiently handle multiple conversations at once—but also have the power to create more of a real-time impact than a call ever could.

Messaging is more connected than texting or earlier versions of chat programs; it’s an integral part of a media-rich app ecosystem where everything from photos and videos to links, live-help and e-commerce can be performed with the tap of a touchscreen. Just remember that real-time means your brand handles requests right then and there; don’t redirect customers to your company’s website, an email address or that aforementioned 800 number. If follow-up is needed, it’s your brand reps’ responsibility, not your customers’.

Move seamlessly between public and private

Customers complain @yourbrand on Twitter or post to your Facebook page to get immediate attention, but most want to discuss details in private. Twitter recently released a feature that allows businesses to embed a direct message link in public tweets. Facebook’s feature that allows brands to reply in a direct message to a customer page post is another way messaging facilitates seamless moves between public and private spaces. Consider taking it a step further by sharing a story that went private back in public (with permission, of course) by filling the behind-the-scenes blanks in so everyone can see how your brand addresses issues.

Treat customers like people

Be personal, don’t just personalize. Treat everyone like friends and family. Listen to customers, acknowledge their emotions and understand the context for their concerns. Software tools will soon make it even easier to engage on this level. A running record of conversations can help your brand connect personally about the things customers really care about.

Did Customer Bob mention that he was heading to South by Southwest the last time he chatted with your rep? Whoever he speaks with next should be able to see this and know to ask how his favorite indie band’s set went—or better yet, embed a video they found of the show. Whoever represents your brand on messaging should feel empowered to go beyond quick solutions and draw on the app ecosystem to deepen interactions and cultivate long-term relationships.

Be human

You can enlist a bot’s help to manage queues, but don’t rely on automation. After all, one of the best benefits of messaging is that it makes it easier to be, well—human. People know when the voice on the other end of the chat screen is a robot, and it makes them feel neglected, like your brand can’t be bothered to grant the courtesy of a conversation. It’s important to stay on-brand, but messaging app chats should sound like person-to-person conversations, not automated jargon. Beyond that, why not take advantage of a universe of tools to engage customers with entertaining content that doesn’t always have to pertain to your brand? Why can’t brands be friends with their customers?


As futuristic as messaging is, some of its strengths harken back to a time before digital commerce—before catalogs, even—made online shopping convenient, albeit impersonal. This mobile marriage between personal, real-world relationships and media-rich, digital connectivity is what gives messaging much of its power, blurring lines between physical and online commerce. Any brand that takes the time to understand the capabilities of this technology is poised for success as messaging becomes more and more ubiquitous. After all, the principles behind messaging are, in many ways, the same as those behind every other social strategy—even every branding program. Messaging just provides the media-rich infrastructure to make executing these strategies smoother.

Peter Friedman is a social media visionary and veteran with 32 years of online community and social media experience helping companies engage one-on-one with customers at scale. He is the founder, chairman and CEO of LiveWorld, a trusted social media partner to the world’s largest brands, and author of The CMO’s Social Media Handbook: A Step-By-Step Guide for Leading Marketing Teams in the Social Media World. Connect with him on Twitter.

Image courtesy of Shutterstock.

Article courtesy of SocialTimes

Q1 2016 Saw 17.2 Billion App Downloads on iOS, Android Worldwide

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App store optimization company Sensor Tower released its Data Digest for the first quarter of 2016, analyzing application downloads and trends on iOS and Android. In Q1 2016, apps were downloaded 17.2 billion times worldwide on the iTunes App Store and Google Play combined. This is an increase of 8.2 percent year-over-year.

Of those 17.2 billion app downloads, 11.1 billion were for Android apps, while 6.1 billion were for iOS. In terms of worldwide game downloads specifically, the quarter saw users download more than 6.7 billion games on iOS and Android combined, up from 6.4 billion in Q1 2015.

Sensor Tower Q1 2016 Downloads

For Q1 2016, the top 10 iOS and Android gaming apps by worldwide downloads were:

  1. Piano Tiles 2
  2. Candy Crush Jelly Saga
  3. Color Switch
  4. Clash Royale
  5. Subway Surfers
  6. Traffic Rider
  7. Clash of Clans
  8. My Talking Tom
  9. Candy Crush Saga
  10. Temple Run 2

On iOS specifically, the top three games by worldwide downloads were Piano Tiles 2, Color Switch and Clash Royale, while the top three Android games by worldwide downloads were Piano Tiles 2, Candy Crush Jelly Saga and Subway Surfers.

For non-games, WhatsApp, Facebook Messenger and Facebook were the top three iOS and Android apps by worldwide downloads. Facebook Messenger, Facebook and YouTube led iOS downloads specifically, while WhatsApp, Facebook Messenger and Facebook were the top three apps on Android by worldwide downloads.

Overall, games were the top category on both iOS and Android by worldwide downloads in Q1 2016. On iOS, games were followed by photo and video apps, entertainment apps, social networking apps and utility apps. On Android, games were followed by tools, photography apps, communication apps and entertainment apps.

Sensor Tower’s complete Q1 2016 report is available here.

Article courtesy of SocialTimes

What Google’s DeepMind victory really means

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South Korean professional Go player Lee Sedol reviews the match after finishing the second match of the Google DeepMind Challenge Match against Google's artificial intelligence program, AlphaGo in Seoul, South Korea, Thursday, March 10, 2016. The human Go champion said he was left

Facebook launches Messenger platform with chatbots

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Facebook Messenger Agents

Telegram beefs up its bot platform

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Facebook adds Dropbox support and video Chat Heads to Messenger

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Facebook will announce chatbot and live chat APIs at F8

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Facebook Surveys Users on Friends’ Reactions to Their Posts

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Facebook has used surveys to get users’ input on features including News Feed, Messenger, pages, advertising and groups, and it has now extended that to users’ opinion on reactions to their own posts.

Some users (including this writer) were served the survey pictured below, in which they were shown one of their own posts and asked their opinions about their friends’ comments on those posts.

Questions included:

  • What were you feeling and what were you hoping would happen when you shared it?
  • How satisfied were you with the response you got?
  • Who were you hoping would see the post?
  • Who were you hoping would respond to the post?
  • How supportive were the comments you received?
  • How supportive were the likes you received?
  • How supportive were the Reactions you received?
  • Did you get more or fewer responses from your friends than you expected for this post?
  • Did anyone talk to you on Messenger about the post?
  • Did anyone talk to you outside of Facebook about the post?
  • How important was this post to you?
  • How personal was the topic of this post to you?
  • How were you feeling when you shared the post?
  • Overall, how could your experience on Facebook after this post have been made better?

Readers: Have you been asked by Facebook to take any similar surveys?

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Article courtesy of SocialTimes

Now Boarding on KLM: Facebook Messenger

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KLM is the first airline partner to be integrated with Facebook Messenger.

The airline has always been quick to embrace social media, enabling travelers to book tickets via Facebook and Twitter starting in February 2014 and often scoring well on Socialbakers’ Socially Devoted customer-service index.

Facebook vice president of messaging products David Marcus announced in a post that KLM passengers can use the application to access itineraries, updates, check-in notifications and boarding passes, as well as to rebook flights and communicate with KLM. He wrote:

This is one that I’ve been personally eager to solve for a while: Removing stress and complication from air travel. I’m excited to announce that our first airline partner on Messenger will start rolling out their presence today. KLM flyers will be able to automatically receive their itinerary, flight updates, check-in notifications, get their boarding passes, even rebook flights when needed, and communicate with the airline all from one contextual, canonical thread.

Goodbye forgetting the combination of your frequent flyer alphanumerical number and password to obtain your boarding pass, and holding for a long time on the phone to change flights.

This is a new day for all of us global travelers, and KLM is paving the way. I hope you’ll enjoy this new update as much as I will, and as always, let us know how we can make it even better for you!

Readers: What do you think of the latest addition to Messenger?

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Article courtesy of SocialTimes

April 2016
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