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[DEMO DAYS] Exclusive online sessions to discover Tigerlily with our team !

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You have now the possibility to discover the Tigerlily app and chat with our team during all summer through online and interactive demo sessions !

Whether your goal is to interact with your social communities in an efficient and relevant way, to optimize your workflow, to work as a team or to avoid social media crisis our team will be more than happy to show you how our tool can help you.

Those 1H online demos will allow you to tour our app and ask any question you have in mind !

Just choose you day and go with the flow !

 

Following the World Cup on Social Media!

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WORLD CUP header

 

The moment that football fans have been waiting for is finally here: the world cup begins at last! Millions of people all over the world will be following the games on TV but also on the internet and on social networks. For the occasion Facebook and Twitter, have launched a bunch of new & innovative features:

 

Twitter

Twitter recently published a special Follow the world cup guide showing the different @ accounts and hashtags that they recommend you to follow for a great world cup experience on the network. The hashtag #worldcup2014 centralises the official conversations of the 2014 world cup, and gives you real-time score updates and match highlights, so don’t miss out and check it out regularly!

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To help you get you into the world cup mood, Twitter is also making world cup profile pictures and cover photos with various football related pictures, you’ll have everything you need to get your profile FIFA-ready! Similarly to what they did during the 2010 worldcup, you are now able to add flags to your tweets thanks to hashflags. In order to do this simply tweet # followed by the first 3 letters of the country. For instance for the french flag, you should write #FRA.

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Facebook

Facebook has launched “Trending World Cup” which aspires to become a “dedicated hub for fans on Facebook to follow the tournament” according to the Facebook newsroom blog. Trending world cup is a real-time newsfeed that allows you to see scores, centralises publications and comments as well as players’ interventions. It also has an interactive map showing where teams’ fans are located!

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To react in real-time to matchs you’ll now be able to select the matchs you are talking about in your statuses. When creating your post, simply click on the “watching…” option and choose the relevant game such as:

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Obviously the competition is on the field but we’re seeing many countries starting to compete for fans and likes on social media too. This should get particularly interesting in the days to come and we’ll shortly be releasing an analysis of the football teams’ social media presence. Stay tuned!

Social Customer Service on Facebook: Why you should invest in it and how to optimise your actions

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WHY DO IT?

If you’re still having doubts about investing in customer service on social media, then stop! The benefits of having a good relation with your clients online have been proven again and again in various studies. Here are a few facts to show you how social customer service affects online customer behaviour AND purchasing decisions:

1. People EXPECT customer service on social media channels!

♦  81% of consumers who use social media expect businesses to respond on social sites.1
♦  66% of people said valuing their time was the most important thing a company can do for good online customer service.2

2. People increasingly SHARE their shopping experiences on social media channels!

♦  58% are more likely to share their customer services experience stories now than they were five years ago.3
 ♦  45% share bad customer service experiences via social media.3
♦  30% share good customer service experiences.3

3. The quality of online reviews and customer service received has a direct IMPACT on sales!

♦  Customers will spend 21% more if they receive good customer service via social media.4
♦  90% of consumers say positive online reviews influenced buying decisions.3
♦  86% said buying decisions were influenced by negative online reviews.3

Now that we’ve established the importance of social customer service, here are a few tips to get your business ahead!

 

HOW?

For a small business, customer service can be rather straight forward. However, as your business grows and so do your online communities, you’ll have to come up with a decent strategy to deal with all those incoming messages. Rather than nagging you about the content of your replies – which really depends on the nature of your business – we’d like to share a few tips on elaborating your customer service strategy:

 

1. Evaluate your performance and adapt your strategy to improve your services constantly.

♦  Track your general sentiment evolution. Tracking general sentiment shows you how your community feels about your business, which very much depends on the quality of your customer service. Look at your performance and ask yourself the right questions: where do negative comments come from? How could they be avoided? Adapt your strategy and keep track of your evolution.

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♦  Measure answering time. We’ve already gone over this, time is crucial in social customer service (it’s just the way the internet works really, people do NOT like to wait). Therefore, keeping track of the time it takes you to answer messages is a good start when elaborating your customer service strategy. Set yourself reasonable goals to gradually reduce the time it takes you to answer those messages.

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2. Always be one step ahead

♦  Keep an eye on the average number of daily incoming messages and the type of messages you receive. Knowing the nature and quantity of the messages you are going to receive will help you anticipate the responses you will provide.

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♦   Anticipate moments of intense activity so that you don’t get overwhelmed by the workload. This will help you organise your teams in advance so that they are always at the right place at the right time and no resources are wasted.

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Tigerlily can provide you with the insights you need to help you optimise your daily tasks on Facebook. Request a demo to find out how we can help your business!

 

Sources:

(1) Local Search Usage Study: Bridging The Caps, From Search to Sales, comScore and TMP Directional Marketing
(2) Top 10 customer service trends for 2013 by Fonolo
(3) Dimensional Research “Customer Service and Business Results: A Survey of Customer Service from Mid-Size Companies” April 2013
(4) Nielson study 

Everything you need to know about Facebook Audience insights!

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On the 8th of May, Facebook launched a new product, Audience Insights, which provides detailed aggregated information about Facebook users. This new product enables marketers to target their audience with much more precision which allows for better ROI on Facebook ad campaigns. In this short article, find out all you need to know about the new product and ways to use it.

 

new audience

We all know about Page insights that Facebook launched back in 2011 and which provides admin users with information about Facebook users’ interactions with their business page such as likes, comments, shares, etc. Audiences insights stands out by providing information about Facebook users themselves.

What additional information do you get?

On its blog, Facebook revealed that the following information would be available on Audience insights:

- Demographics: Age and gender, lifestyle, education, relationship status, job role and household size
- Page likes: The top Pages people like in different categories, like women’s apparel or sports
- Location and language: Where do people live, and what languages do they speak
- Facebook usage: How frequently are people in your target audience logging onto – Facebook and what device(s) they are using when they log on
- Purchases activity: Past purchase behavior (i.e. heavy buyers of women’s apparel) and purchase methods (i.e., in-store, online)

And you can view this information for three different groups of people:

- People on Facebook (the general Facebook audience)
- People connected to your Page or event
- People in Custom Audiences you’ve already created (an audience made up of your current customers)

 

If you deal with Business Facebook pages daily but don’t use a management tool yet, Tigerlily could help you save time and optimise your posting activity. Don’t hesitate to contact us to get a complete demo of our tool!

How your business can benefit from Facebook’s Nearby Friends feature!

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What is it?

Nearby friends is a new feature that Facebook will be deploying in the coming weeks on both iphone and android (starting in the US) which enables users to share their location and get notified when their friends are nearby. The feature is optional, meaning that users can choose whether to reveal their location or not, and information is exchange only if both friends have activated the it.

 

What is it for?

The objective is to enable friends to meet up more easily and spontaneously. It is also a great way for users to see places that their friends have visited before or are visiting in real-time and it encourages users to recommend places to each other.

 

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What does it change for my business?

For now, Facebook is not enabling Business pages to use nearby places but there are several actions you can take to make the most out of the new feature, so here are a few recommendations:

1. Make sure your business location information is complete and up-to-date!
You need to make your business easy to find and identify. When friends are in your business’ neighbourhood and decide to meet up, chances are they will choose a place that is easily accessible. Be that place.

2. Don’t hesitate to encourage your community to activate “nearby friends” when they are in your establishment and get them to use precise location!
Precise location enables users to give more detail about where they are (such as places names) and can give your business even more visibility. Boost your offline advertising encouraging your customers take action online because when they do, their friends (that also have nearby friends activated) will see that they are using your services and will be more inclined to join them.

3. Anticipate the possible uses of “Location history”!
“Location history” is automatically tracked on this feature and even though users have the option to delete that data, Facebook has explained that Nearby friends will not work entirely if the data is deactivated. Even though Facebook is not providing this data to businesses for targeted advertising yet, it has revealed to Techcrunch that it will be doing so in the future. Facebook has not given additional information about how they will do this, but it will most likely enable your business to conduct hyper-local targeted ads in the long run. Brace yourselves!

 

If you handle Facebook and Twitter accounts every day and feel overwhelmed by your daily tasks, don’t hesitate to ask us for a demo to find out how the Tigerlily App can help you through your day!

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