Skip to main content

Streamline Your Social Customer Care With the New Inbox

Today, when remote work has become our new reality, social media is turning into a prime communication channel for people and businesses alike. B2B companies leverage social to deliver fast and responsive customer support as well as tap into conversations that are relevant to their brand.

Oktopost’s Social Inbox brings every mention, comment, and direct message from all of your social media profiles into one place, where you can manage, reply, and assign social inquiries to your team.

We’ve had a major update to the Inbox in the works for the past month, and today we’re happy to present it to you.

Facebook Ads Support

Many B2B marketers use Facebook Ads to connect with the relevant audience and generate leads. To help our customers get even more value from this channel, we’ve added support for Facebook Ads.

From now on, you can track and reply to responses to your ads and sponsored posts in the Inbox. You will also see profiles that replied to your ads in the People Database, so you can sync these leads and their engagement data with your marketing automation and CRM.

Usability Improvements

Every social network has its own user experience. And while Oktopost is very different from all of them, we wanted to align some of the elements with the native UIs – so you can navigate and perform tasks as quickly and efficiently as possible.

We’ve tailored each Inbox conversation to a corresponding social network for a more native experience, while still providing one seamless interface with an array of vital B2B capabilities for all your social media inquiries.

Media Attachments

In this update, we’ve also improved how we handle various media attachments. Oktopost now displays Twitter Cards instead of plain links.

You will also be able to see images and stickers in Facebook and Twitter direct messages as well as attach files to your DM replies from the Inbox.

Messenger Handover

In this new reality, B2B companies need more advanced tools to communicate with their customers and prospects on social media. To meet the demand, we’re implementing the Facebook Messenger handover protocol that allows for a smooth transition between bots and live agents.

It will enable our customers to simultaneously utilize a bot for handling automated responses and use Oktopost for customer service with live agents. And instead of 24 hours that businesses have to respond to a user, according to Facebook API, Oktopost users will have 7 days to seamlessly continue bot conversations.

 

Most of these changes are already available in your Social Inbox and others will be gradually rolled out to all accounts by the end of June. We hope this update will help elevate your social customer service and make your work a little easier.

As always, don’t hesitate to share your feedback with us.



from Oktopost https://ift.tt/3cpE5f2
via IFTTT

Labels

Labels:

Comments

Post a Comment

Popular posts from this blog

What is a Local Citation? Local SEO

In simple SEO terms, a local citation refers to any mention of your company online. This could be in a business directory, or on an industry-specific site, a blog or any other local website. Although local citations can help you rank in local search results, they are no longer a major ranking factor . However, they are still worth considering in order to promote your business. Common citations you are likely to already know of include listings on business directory websites such as Yell or Thomson Local . A complete citation should include the name, address and phone number of your business. Local citations do not always include a link to your site although they are more valuable if they do. What do they do? Citations help rank your Google Local Pack listing (this was formerly called Google+ Local map) by providing Google with credible sources of information about your business. Citations tell Google that your business exists, is legitimate and that what you say about it is accur...
10 comments
Read more

The beginner’s guide to semantic search: Examples and tools

Ever since Google’s Hummingbird, the term “semantic search” has been thrown around a lot. Yet, the concept is often misunderstood. What is semantic search and how it helps SEO efforts? When people speak to each other, they understand more than just words. They understand the context, non-verbal cues  (facial expressions, nuances of the voice, etc.) and so much more. It comes naturally, so we don’t really appreciate how difficult it is to explain what is being communicated without the help of all “beyond-words” signals. Factors that make the lives of both Google and SEO so difficult Google is trying (and often struggling) to understand what it is that their users want (without actually seeing or hearing them) SEOs are trying to reverse-engineer what it is that Google managed to understand from their users’ queries and how to build pages that meet those mysterious criteria. As Google’s algorithm is getting more mature, it is becoming even more difficult to decode what...
7 comments
Read more

How to turn your customer feedback into a driving force for your product

30-second summary: Customer reviews are a powerful tool that helps businesses understand what they are doing right and where there’s room for improvement. To efficiently collect client reviews, use multiple channels to encourage users to share their feedback both internally and on third-party platforms. Negative customer feedback is especially precious as, if handled properly, it helps businesses grow and offer better service. Social media can help you build a positive brand image, you just need to engage with people mentioning your brand and start building relationships with influential figures in your field. Businesses tend to think that it’s better to get no reviews than to get bad ones. We at SE Ranking, have an opposing view – for us, customer feedback is always a blessing, be it positive or negative. We have developed a system of collecting, processing, and responding to user reviews that is beneficial both for us and our customers. Over the years, we’ve built an engage...
Post a Comment
Read more