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Buffer has acquired Respondly, moving social media into customer service

Marketing just got a whole lot easier thanks to an acquisition made by Buffer.

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The social media tool

Chances are if you do any social media marketing, you’ve heard of Buffer. Buffer is a social sharing and scheduling tool based in California. If you are not familiar with Buffer, it is a faster, easier way to share what you love on social media. You add updates to your Buffer queue and the content you load will be posted for you throughout the day and at peak engagement times.

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Optimal timing

Why would you use Buffer instead of posting directly to social media yourself? For smaller companies and startups without a social media expert, Buffer allows you to load all your promotional advertising that you want to be pushed to your followers without having to be at the computer typing in the message and hitting send at those optimal times. Basically, Buffer is set-it-and-forget-it for social media.

Assign customer service tasks

Now, with Buffer’s latest acquisition, they’ve become even more. Buffer has acquired Respondly, a social media customer service and brand monitoring tool. Essentially, Respondly is a customer service tool for companies that use Twitter to deal with queries and complaints. It allows you to assign tweets to team members, collating replies and mentions so nothing gets lost.

Buffer’s blog states they will rebrand Respondly as Respond as keep it as a separate platform.

Beyond social media

This is quite a notable expansion for Buffer; they’re moving beyond social media publishing into customer service creating an all-encompassing customer service station.

Buffer’s blog explains, “social media has matured tremendously—Facebook and Twitter have gone beyond the “hot new thing” to become ubiquitous tools that help us connect with each other and help businesses reach their audiences.”

Simplicity and speed

The decision to keep the platforms separate came directly from Buffer: “Because of our focus on simplicity, it didn’t quite feel like the right approach to combine those two functionalities together into one tool—our approach to product is to try to keep things simple and intuitive, yet powerful. Instead, we felt that if we were to enter the customer service and brand monitoring space, we would tackle it separately in order to build a world-class product for both the marketer and the customer service person.”

Buffer plus Respondly will be geared towards simplicity and speed, offering you the best of both platforms. This sounds like a pretty awesome deal to us. What do you think?

#BufferAndRespondly

Jennifer Walpole is a Senior Staff Writer at The American Genius and holds a Master’s degree in English from the University of Oklahoma. She is a science fiction fanatic and enjoys writing way more than she should. She dreams of being a screenwriter and seeing her work on the big screen in Hollywood one day.

Business Marketing

How Snapchat earns over $1M a day on just one lil’ feature

(SOCIAL MEDIA) Marketers are jumping on the bandwagon, giving Snapchat more and more money – but what little feature rakes in so much cash!?

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snapchat 3d filters

Although Snapchat is still struggling to net a profit, they make a million dollars a day with branded AR lenses. If Snapchat can remain crazy popular with its users, this may help the company get out of its revenue slump.

Snapchat’s shares dropped 22 percent since their March IPO, and their Q3 earnings saw a revenue loss of $0.14 per share with the slowest user growth ever. But there’s still growth, and Snap has never really been profit focused anyways.

CEO Evan Spiegel certainly isn’t worried, publicly at least. Spiegel’s product strategies have been mirrored by Facebook and Instagram, and a huge chunk of teens prefer Snapchat over these other social media giants.

Which is why Snapchat can charge upwards of one million dollars a day for augmented reality lenses. Snap’s popularity, especially among teens and young adults with disposable income and social influence, bodes well with media agencies.

AR lenses are one of many features offered on Snapchat, allowing users to superimpose augmented reality images on pictures and videos. If you’ve spent any amount of time on the internet, the dancing hotdog is a testament to how easily an AR lens can turn into a meme.

In September, Snapchat introduced sponsored 3D World Lenses, giving advertisers the opportunity to feature targeted campaigns on the platform. Bladerunner 2049 was the first campaign at the launch, and since then Budweiser, BMW, and McDonalds have jumped on the bandwagon.

Pricing varies depending on when the lens goes live, if it’s a “premium” day like a holiday or anticipated movie release, and the targeting criteria of the agency. If a lens is specific to a region, for example, it’s not going to cost as much as a nationwide campaign.

In a report from Digiday, one NYC-based ad executive stated AR lenses are currently Snap’s most expensive ad product, and for some agencies it’s offered as a standalone purchase. Others reported Snapchat offered a “holistic media-buying plan,” including stickers and filters as well as AR lenses.

James Douglas, SVP and Executive Director of social media for Society explained Snapchat Ads are all about media negotiation, with some of his clients signing annual media contracts, while others may try out shorter stints.

“If it’s a well-known consumer packaged goods company, Snapchat may quote $200,000 for an AR lens, but not on a premium day,” he stated. “Snapchat is very flexible to negotiate media investments with agencies, and I like that.”

According to a Snapchat spokesperson, the base price for a 3D lens running up to 12 months is $300,000. However, the final price depends on if the lens is based on audience impressions or a national takeover on a premium day.

While the AR lenses are not necessarily driving sales for featured brands, users are completely engaged with lenses. Featured lenses are widely shared among users, and screenshots of particularly popular, interesting, or funny lenses end ups shared on other social media platforms.

Even if the lens is being mocked, that still leads to impressions since ultimately the ad is being spread when people send Snaps to friends and feature lenses in Snapchat Stories.

Right now, Snapchat is doing all the engineering for AR lenses. Agencies provide the ad assets and Snapchat creates the lens. Future plans involve opening up creation to select brands, as Spiegel announced in November.

Snapchat is testing a pilot program with Lens Studio, a self-service toolkit allowing advertisers to create their own lenses in as little as an hour. Eventually Snap plans on offering the AR toolkit to advertisers for free, but for now it’s only available to top clients.

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Business Marketing

Pantone’s 2018 color of the year (that you’ll see everywhere now): Ultra Violet

(MARKETING NEWS) Check out the Pantone color choice for 2018, and prepare to see it splashed across the internet and in print.

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pantone 2018

Much ado about a hue. Over the past year, Pantone encouraged us to reconnect with nature and once another through the promotion of Greenery, the fresh yellow-green color of 2017. It’s now time to take our personal and business potentials to a whole other level, as inspired by Ultra Violet, PANTONE 18-3838, which is the 2018 Color of the Year.

Now technically, Ultra Violet isn’t a shade of purple as the Pantone color square suggests. In fact, Ultra Violet is a spectrum of light waves that can’t be detected by the human eye in natural circumstances. But that’s kind of the point. Pantone purposefully selected this color to encourage inventiveness and imagination.

The color purple has long represented individuality and artistic expression. Think Prince, David Bowie and Jimi Hendrix. When Ultra Violet was dubbed the iconic color of 2018, this symbolism was not overlooked. They are using Ultra Violet, a blue-based purple, to encourage individuals – and companies – to push boundaries and blaze their own trail.

Ultra Violet can have mystical and spiritual undertones, too. It’s been associated with mindfulness practices such as meditation, which can be a way to detach from today’s non-stop, information overloaded environment.

As a reflection of this new Color of the Year, we will likely see bright nail polishes, funky home décor, and vibrant fashion bring Ultra Violet into the marketplace. However, while material goods and designer’s color schemes are splashed with this dramatic shade of purple, Pantone encourages brands to use this color to inspire consumers to push for a better, and brighter future.

“The Pantone Color of the Year has come to mean so much more than ‘what’s trending’ in the world of design; it’s truly a reflection of what’s needed in our world today,” said Laurie Pressman, vice president of the Pantone Color Institute.

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Business Marketing

Which social media platform will dominate for marketing in 2018?

(SOCIAL MEDIA) Which of the many social media networks will rule as the top social network marketing platform in 2018?

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social media sales engagement

If you’re still Tweeting to market your business or product, you’re way behind the curve.

Most social media influencers think Instagram is where it’s at, according to new research from content marketing firm Hashoff. A survey of 414 influencers in the business-to-consumer market found 93 percent of influencers focused a majority of their marketing efforts on Instagram this year and another 82 percent expect that to carry over to 2018.

Facebook is the secondary point of focus, as 16.5 percent of surveyed influencers devoted most of their time to timelines in 2017. However, after that, efforts fall below 5 percent for other major social networks such as Twitter, Snapchat and Pinterest.

So why the fondness for Instagram? Most social media influencers (76 percent) said Instagram has the best tools for creators among all the major platforms. It supports pictures and videos, live video streams, encourages consumer interaction and don’t forget about all the editing tools, rainbow face filters aside.

Some survey respondents (13.7 percent) also said Youtube is the best tool for content creators. While it hasn’t been a top focus for influencers over the past couple of years, use is trending upward. For example, in 2017, only 3.2 percent of influencers said Youtube is their No. 1 social media platform for marketing, but in 2018, that percentage is expected to jump to 12.2 percent.

While social media marketing efforts will always vary based on company type, product and content creation bandwidth, if you are starting to plan for 2018, keep tabs on these statistics. They can be a good indication of where consumers are viewing content, and if you are just starting out, knowing where marketing efforts are most worthwhile can save you time, energy and money.

Overall, consumers continue to be attracted to creative, visual representations of products and services, so take some more photos and save your word-based Tweets for another time.

Just because you have 280 characters to market your business doesn’t mean you have to use them. Give the people what they want.

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