Welcome to the 265th episode of Social Chatter, the longest running social media marketing talk show. In addition to covering the latest breaking social media news, this article will focus on social media news from this past week, including WhatsApp In-chat Shopping, a way for people to check out available products and make purchases from a WhatsApp chat.
We will also take a look at the following social media news topics.
- WhatsApp is adding shopping and tiered charges for businesses.
- Facebook is launching Facebook hosting services for small businesses in the coming months.
- Instagram Live will now let you stream for up to 4 hours and also let you save your lives for 30 days into archive.
- Pinterest launched new commerce tools to help merchants better curate, feature and measure their products.
- Share curated Twitter topics in tweets, DMs and off Twitter to help attract new followers and people to engage with.
- Snapchat is expanding bardcode scanning to food and wine products.
- New tool: Vowel can help you plan, host, transcribe, search and share your meetings.
Social Chatter: Social Media Marketing Talk Show - Episode 265
WhatsApp In-Chat Shopping, An Easier Way to Shop On WhatsApp
This week, WhatsApp launched WhatsApp In-Chat Shopping to enable users to shop from WhatsApp Business Account messages.
What Types of Products Should I Add to WhatsApp In-Chat Shopping?
When you are setting up your product catalog on WhatsApp, don't worry about adding all of your products. Instead, you may want to add just your best-sellers.
This helps reduce the number of decisions your customers need to make.
If you are concerned that they won't see your other products, you can always send an email after they make a purchase with recommended products that accompany what they purchased.
Why Shopping From A WhatsApp Chat Matters For Your Business?
It should be obvious why WhatsApp in-chat shopping is so important to your business.
For starters, it reduces the friction between chatting with customers on WhatsApp, and then sending them off to your website (where they can likely easily get lost).
By adding WhatsApp In-chat Shopping, you can communicate directly with customers and send them right to your product catalog so that they can make a purchase from you (or learn more about what you offer) and everyone can get on with their business.
While WhatsApp In-chat Shopping isn't available just yet, in the meantime, you should begin setting up your product catalog. This way when shopping from a chat becomes available, your business will be ready!
Other Social Media News Mentioned
Here are some additional social media news topics that we covered on our weekly live social media marketing talk show that are worth checking out.
- Facebook hosting services are coming to WhatsApp.
- Instagram Live now supports longer lives, live archive, and "live now".
- Pinterest is launching new tools to help retailers with their end of year push.
- Facebook is testing easier News Feed sorting.
- TikTok is making it easier to understand why your content was removed.
- You can scan products, such as food and wine with the Snapchat barcode scanner.
What Is Social Media Customer Service?
During this week's live social media marketing talk show, we also talked with Brooke Sellas from B Squared Media about the importance of customer service in social media.
Here are the tips that she shared.
What Does It Mean to Offer Social-First Customer Care?
- Social-first is just like it sounds: It’s the use of social media channels to take care of your customers’ needs. If your business is overwhelmed, you can outsource your social customer service. This includes having an internal team handle email and phones, and then help close the loop on social as well.
- For example, you can triage mentions as they come in as green, yellow, or red. When you outsource these, it helps your business get help for the "greens” and most of the “yellows” but “reds” mean that you need someone inside the business (usually a customer support representative) to help address them.
- Now more than ever, 84% of consumers say the experience you create is equal to the products or services you sell (Salesforce).
What Is Social Listening?
- A lot of people confuse social monitoring with social listening. Social monitoring is the most basic level of social media marketing. It’s reactive; we see a mention and we answer it. (most brands STILL aren’t doing this or doing it in a timely fashion).
- Social listening takes social media marketing to a proactive place by going beyond mentions and listening for things across social media and the web that pertain to your brand. You can analyze the conversations and trends beyond your brand: you can look at your industry and your competitors, too.
- Social listening helps you understand why – sentiment around your keywords – and not just when they’re tagging or mentioning your brand.
- You can use social listening to help inform your campaigns, improve content strategy and messaging, for influencer programs and even product development.
How Can Businesses Combine Social-First Customer Care and Social Listening to Improve Their Connection with Customers?
Combing social listening and customer care is a must.
- Customer care has to be proactive to work … and we need data on the WHY (not just the what) to inform our business decisions. We actually *require* our Customer Care clients to utilize social listening. This is because we want to go beyond mentions and being reactive.
- Customer Care needs to stop being considered a cost center. The customer should be at the center of everything you do! They are the reason you have a business, after all.
In addition to sharing the latest news from this past week, we also highlighted some great social media tools and apps for you to check out.
The first tool that we have for you this week is Sprout Social.
Is your business struggling to manage your social media channels? Maybe you are spending too much time switching between accounts? If so, you need to consider using a social media management dashboard.
With tools such as Sprout Social, you can easily manage your social media channels from one convenient dashboard.
You won't have to go back-and-forth between your social media channels, to make sure you have responded to every response. Everything is done from Sprout.
In addition to helping you to manage your social media channels, Sprout Social also offers social listening tools to help you monitor who is talking about you on social media.
By adding in powerful listening tools, you can gain valuable insights to help your business respond to customers and alleviate problems and to help customers.
Here is a look at why you should consider Sprout Social.
Prices for Sprout start at $99 per user per month for 5 social profiles, an all-in-one inbox, social content calendar and more. If you want access to analyze trends or the scheduling optimizer, you will need to upgrade to the Professional Plan, which starts at $149 per user per month.
If you are on the fence, you can try it for free below.Get a powerful social media management dashboard for your business
Vowel - Plan, Host, Transcribe, Search Meetings
The second tool that we have for you this week is Vowel.
Do you spend a lot of your day in meetings with clients, but find it hard to remember every detail from your meeting?
With Vowel, join remote meetings, in-person conversations and more. Their platform can help you plan and host them.
What makes Vowel especially useful is that you can then have your meetings transcribed. This way you can easily search them afterwards or share them with other attendees (or those who missed the meeting).
Here is a look at how you can use Vowel to enhance your online meetings.
Vowel is currently in an invitation-only phase. You can request an invite below.Try Vowel for your virtual meetings
To sum it up this week, we discussed WhatsApp In-chat Shopping, a new feature for businesses. If your business is using the WhatsApp Business app, your customers can now chat with you and shop directly from your WhatsApp conversations.
"WhatsApp has become a simple and convenient resource in this time. More than 175 million people every day message a WhatsApp Business account. Our research shows people prefer to message a business to get help and they’re more likely to make a purchase when they can do so."
With enhancements to shopping on WhatsApp, your business can benefit by using WhatsApp catalogs to list your products on your WhatsApp business account. This way they are readily available for your customers to purchase when you're chatting with them.
To watch next week's episode of Social Chatter, your weekly social media marketing talk show, tune-in to our YouTube channel or watch on Facebook to learn about the latest breaking social media news from this week!