Let Your Fans In: The Advantages of Open Facebook Walls // via socialbakers.com // @socialbakers


 

Since we first launched Socially Devoted, brands have really upped their games, increasing the responses to customer questions through social media platforms. We wondered why some brands still have closed walls.

Throughout 2012, as the value of social media and online customer care became apparent, we noticed that companies set up presence and started to focus on two-way communication. Several brands, such as Nivea Men USA and Whirlpool opened their Page walls that were previously closed. And it pays off! Whirlpool is Socially Devoted with a Response Rate of 82,42% and Nivea Men USA is almost there, responding to 64,29% of questions on Facebook.

Via socialbakers Social Media Statistics

Whirlpool opened its Facebook wall and now responds to 82.42% questions! Worth it!

In 2013 we see the smart brands focusing on the quality of relationships, competitive analysis and the consistency of data.

 

However some brands are still lagging behind and don’t even allow their customers to contact them via Facebook. These include PumaDolce & Gabbana and Blackberry. Altogether these brands do not allow a total of 15 979 004 fans to have a voice. Leer más “Let Your Fans In: The Advantages of Open Facebook Walls // via socialbakers.com // @socialbakers”

Improving Facebook Response Rates – Walmart Did it, How Can You? // Thnx to socialbakers.com


 

Improving Facebook Response Rates – Walmart Did it, How Can You? image

We’ve talked about how important it is for brands to be Socially Devoted. Well, some brands have taken the challenge and amped up their social media customer care!

When we first launched Socially Devoted, an industry standard that measures social media customer care, we were faced with dismal numbers. Overall, 70% of Facebook questions were ignored! However, after challenging brands to become more Socially Devoted, overall response rates increased from 30% in Q2 to 55% in Q4. We’d like to mention some brands that definitely have something to be proud about when it comes to social customer care.

Walmart Takes the Leap Toward Socially Devoted

Walmart has an incredibly active Facebook Page. Only a half a year ago they were ignoring 8 794 customer questions per quarter. It looks like their team really took up the challenge because in Q4 they left only 143 questions unanswered! Leer más “Improving Facebook Response Rates – Walmart Did it, How Can You? // Thnx to socialbakers.com”