Keep your engagement timely on Facebook and other social media account
If someone comments on a status update you make or posts a public message on
your wall, be sure to reply to it as soon as possible. Any chance to further the
conversation, answer a query, or give thanks for a customer's support is all but
lost if there is no reply – and it's something a lot of businesses on Facebook fail
to do, to their detriment. If your Page is really busy and you simply don't have
the time to respond to every fan comment, giving a "like" (rather than ignoring
them) will at least show that you are listening to what they have to say.
When replying to individual fans' comments on your Page, use the @username
function to address each person individually. It'll add a personal touch to your
service and make the customer in question feel special, especially as they'll
receive a notification to let them know you replied. Type @ and begin typing the
name of the person you want to reply to immediately afterwards. When their
name appears, select it with a mouse click or the tap of a finger. If you want to
be more informal and address a customer only by their first name, place your
cursor at the end of their surname (after it appears in the comment box) and hit
backspace a few times until their surname disappears. To that end, add a
personal touch to any status updates or comments you make by 'signing' with
your first name. This is especially useful if multiple admins are addressing fans
on the same page.
Using @mentions can also be beneficial towards the number of people that see
your Page's content. In February 2014, Facebook announced that when one Page
tags another in a status update, e.g. "Thanks to @Perfect Pizza for supplying our
prize giveaway this week - you guys rock!," or "Here's an awesome insight into
how @Perfect Pizza makes its delicious food [link]", it may - depending on the
levels of engagement - show the post to some of the people who like or follow
the tagged Page - Perfect Pizza, in this case. Knowing this, always @mention
other Pages when giving them a shout out in one of your posts, and also select
top-performing posts from Pages that your fans will enjoy, and share these (with
@mentions) on your own Page. The Pages you mention will receive notification
that you included them in a post, and this kind of cross-promotion is good for
relationship building, increasing the chances of traffic being sent to your Page as
a result - either through reciprocal treatment in the future, or if Facebook re-
shares your status to fans of the Page in question.
your wall, be sure to reply to it as soon as possible. Any chance to further the
conversation, answer a query, or give thanks for a customer's support is all but
lost if there is no reply – and it's something a lot of businesses on Facebook fail
to do, to their detriment. If your Page is really busy and you simply don't have
the time to respond to every fan comment, giving a "like" (rather than ignoring
them) will at least show that you are listening to what they have to say.
When replying to individual fans' comments on your Page, use the @username
function to address each person individually. It'll add a personal touch to your
service and make the customer in question feel special, especially as they'll
receive a notification to let them know you replied. Type @ and begin typing the
name of the person you want to reply to immediately afterwards. When their
name appears, select it with a mouse click or the tap of a finger. If you want to
be more informal and address a customer only by their first name, place your
cursor at the end of their surname (after it appears in the comment box) and hit
backspace a few times until their surname disappears. To that end, add a
personal touch to any status updates or comments you make by 'signing' with
your first name. This is especially useful if multiple admins are addressing fans
on the same page.
Using @mentions can also be beneficial towards the number of people that see
your Page's content. In February 2014, Facebook announced that when one Page
tags another in a status update, e.g. "Thanks to @Perfect Pizza for supplying our
prize giveaway this week - you guys rock!," or "Here's an awesome insight into
how @Perfect Pizza makes its delicious food [link]", it may - depending on the
levels of engagement - show the post to some of the people who like or follow
the tagged Page - Perfect Pizza, in this case. Knowing this, always @mention
other Pages when giving them a shout out in one of your posts, and also select
top-performing posts from Pages that your fans will enjoy, and share these (with
@mentions) on your own Page. The Pages you mention will receive notification
that you included them in a post, and this kind of cross-promotion is good for
relationship building, increasing the chances of traffic being sent to your Page as
a result - either through reciprocal treatment in the future, or if Facebook re-
shares your status to fans of the Page in question.
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