7 Ways to Use Facebook Video for More Engagement

This blog was contributed by Aaron Lee Wei Ren of Post Planner. Aaron is the Grand Master of Customer Delight and contributing author at Post Planner. Here is his take on boosting engagement using videos on Facebook.


By now I’m sure you’ve noticed a great number of videos posted on your Facebook newsfeed. That is because Facebook has given more weight towards video content on your newsfeed. 

Guess what? People are finding it entertaining! 

According to Social Bakers, Facebook has surpassed YouTube as the most popular platform for businesses to share videos.

And they're not stopping any time soon. Jump right in. 

The good news is, you don’t need a giant budget to make good video content! Anyone can do it. Even using a simple phone could work. You might be using it right now to read this article. 

If you’re a small business who take advantage of this, here are some ideas for you. 

Remember, your video doesn’t have to be long and boring; even 30-second videos can be effective.

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Using Social Media for Customer Service

Did you know that 42% of consumers who complain expect a 60 minute response time on social channels? We live in an age where instant gratification is the norm and customers would rather reach out via Facebook and Twitter to voice their opinion about a business than tell the business owner directly. So, how can a business use social media to help their customer service?

  1. Be fast. A response should be timely, and since social media never sleeps, it's Rule #1. We suggest establishing a maximum amount of time that’s allowed to pass before an comment is replied to and stick with it. This will create an expectation from your consumers so they won’t be chomping at the bit after fifteen minutes without word from your business.

  2. Be courteous. “I’m sorry” and “Thank you” are the two most important things to say to a customer, especially when the response is privy to everyone on the internet. Also, take into consideration what the customer is saying and respond accordingly. Don’t used canned responses because they often come across as ingenuine and forced.

  3. Be consistent. Always respond to comments on your social channels whether they are good or bad. Acknowledgement by a brand to a consumer is essential to building trust. No matter how big or small the problem or how often the same question is asked, always address the issue.

  4. Be mindful of your surroundings. Send a customer to a place where you can really take the time to address his or her concerns. For instance, you don’t want to put them on blast publicly if they owe your business money. Suggest a phone call or email which will allow you to really get to the heart of the matter.

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