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Make customer service a priority in your online presence

While brands strive to provide the best customer service they can, it often falls short when it comes to that brand’s online presence, but it doesn’t have to.

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Approachability in social media

When I think of social media, quite a few adjectives come to mind: social (obviously), interactive, communicative, approachable and friendly. People strive to achieve this voice when they go about building their online presence. You want your online network to feel like they can come to you with regards to your business. You want to be approachable, and you want your network to feel like you want to interact with them and hear what they have to say. That’s where customer service comes in.

One thing that I see a lack of is using these mediums to provide superior customer service to your clients. It’s important to make sure that you’re keeping an eye out for messages, comments and questions that come through on your various online platforms. Whether it’s Twitter, Yelp, your blog, or Facebook, you need to address the interaction that you receive on each page.

I know that it’s difficult to keep up with every single social media site out there. It’s like we’re inundated with the possibilities on the internet each day. It can fry your brain. The key is to designate time each day to spend on social media sites, and not just to post, but to interact and reach out to your customers. You need to show your network that you care about them.

How to provide customer service in a noisy world

With that in mind, make sure you are doing these things when you log in to your various social networking sites and/or blog:

Check your messages, mentions, and notifications on a regular basis. Do you know how often I log in to a client’s Facebook account and see that they have 40 unread messages and 75 notifications? I have a phrase to describe this: missed opportunities. People use Facebook as a means for communicating nowadays. If someone doesn’t have your number or email address, chances are they’re going to take to social media to get ahold of you. You could miss a client’s question, a new lead or a referral. On Twitter, many send quick tweets with their questions and want a response. People could also ask you questions or inquire about services in your blog comments. If you’re not checking these things, you could be missing out on the chance to get more business. Make this a priority every time you hop on a social platform!

Address comments or reviews, but use your discretion. People can hide behind their computers on the Internet. They can type whatever they want and put it online and not have to deal with backlash directly. That’s just the world that we live in today. With that being said, you are going to encounter feedback of the positive and negative sort. You will want to address all positive feedback enthusiastically. It shows that you care about the people supporting you. When it comes to negative feedback, you can either choose to ignore it altogether or address it one time. Addressing each negative review does show you care, but it can also cause a back and forth that looks unprofessional. Responding to a negative remark one time, and one time only, shows that you care without creating a stir.

Many overlook the fact that you can utilize your online presence to improve your customer service. Yes, you’d like to get leads and new business, but you also want to use it to stay connected with and assist your current and past client base, as well. The tactics that I mentioned above will help you provide extensive customer service in the online aspect of your business.

Now start reaching out, and remember: keep your eyes peeled!

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Carrie Gable & the Real Estate Virtual Assistant team at RealSupport, Inc. work virtually for many top real estate agents & brokers nationwide, offering marketing campaigns, branding, website & logo design, listing marketing efforts, lead management, technical support, marketing presentations, social media setup & management, copywriting, blogging and much more.

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2 Comments

2 Comments

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Social Media

Deepfakes can destroy any reputation, company, or country

(MEDIA) Deepfakes have been around for a few years now, but they’re being crafted for nefarious purposes beyond the original porn and humor uses.

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Deepfakes — a technology originally used by Reddit perverts who wanted to superimpose their favorite actresses’ faces onto the bodies of porn stars – have come a long way since the original Reddit group was banned.

Deepfakes use artificial intelligence (AI) to create bogus videos by analyzing facial expressions to replace one person’s face and/or voice with another’s.

Using computer technology to synthesize videos isn’t exactly new.

Remember in Forrest Gump, how Tom Hanks kept popping up in the background of footage of important historical events, and got a laugh from President Kennedy? It wasn’t created using AI, but the end result is the same. In other cases, such technology has been used to complete a film when an actor dies during production.

The difference between these examples and that latest deepfake technology is a question of ease and access.

Historically, these altered videos have required a lot of money, patience, and skill. But as computer intelligence has advanced, so too has deepfake technology.

Now the computer does the work instead of the human, making it relatively fast and easy to create a deepfake video. In fact, Stanford created a technology using a standard PC and web cam, as I reported in 2016.

Nowadays, your average Joe can access open source deepfake apps for free. All you need is some images or video of your victim.

While the technology has mostly been used for fun – such as superimposing Nicolas Cage into classic films – deepfakes could and have been used for nefarious purposes.

There is growing concern that deepfakes could be used for political disruption, for example, to smear a politician’s reputation or influence elections.

Legislators in the House and Senate have requested that intelligence agencies report on the issue. The Department of Defense has already commissioned researchers to teach computers to detect deepfakes.

One promising technology developed at the University of Albany analyzes blinking to detect deep fakes, as subjects in the faked videos usually do not blink as often as real humans do. Ironically, in order to teach computers how to detect them, researchers must first create many deepfake videos. It seems that deepfake creators and detectors are locked in a sort of technological arms race.

The falsified videos have the potential to exacerbate the information wars, either by producing false videos, or by calling into question real ones. People are already all too eager to believe conspiracy theories and fake news as it is, and the insurgence of these faked videos could be created to back up these bogus theories.

Others worry that the existence of deepfake videos could cast doubt on actual, factual videos. Thomas Rid, a professor of strategic studies at Johns Hopkins University says that deepfakes could lead to “deep denials” – in other words, “the ability to dispute previously uncontested evidence.”

While there have not yet been any publicly documented cases of attempts to influence politics with deepfake videos, people have already been harmed by the faked videos.

Women have been specifically targeted. Celebrities and civilians alike have reported that their likeness has been used to create fake sex videos.

Deepfakes prove that just because you can achieve an impressive technological feat doesn’t always mean you should.

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Red flags to look for when hiring a social media pro

(SOCIAL MEDIA) Social Media is a growing field with everyone and their moms trying to become social media managers. Here are a few experts’ tips on seeing and avoiding the red flags of social media professionals.

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If you’re thinking about hiring a social media professional – or are one yourself – take some tips from the experts.

We asked a number of entrepreneurs specializing in marketing and social media how they separate the wheat from the chaff when it comes to social media managers, and they gave us some hints about how to spot whose social media game is all bark and no bite.

According to our experts, the first thing you should do if you’re hiring a social media professional is to check out their personal and/or professional social media pages.

Candidates with underwhelming, non-existent, out-of-date, or just plain bad social media pages should obviously get the chop.

“If they have no professional social presence themselves, that’s a big red flag,” says Chelle Honiker, CEO at Athenia Creative.

Another entrepreneur, Paul O’Brien of Media Tech Ventures, explains that “the only way to excel is to practice…. If you excel, why would you not be doing so on behalf of your personal brand?”

In other words, if someone can’t make their own social media appealing, how can they be expected to do so for a client?

These pros especially hated seeing outdated icons, infrequent posts, and automatic posts. Worse than outdated social media pages were bad social media pages. Marc Nathan of Miller Egan Molter & Nelson provided a laundry list of negative characteristics that he uses to rule out candidates, including “snarky,” “complaining, unprofessional” “too personal” “inauthentic,” and “argumentative.”

Besides eliminating candidates with poor social media presence, several of these pros also really hated gimmicky job titles such as “guru,” “whiz,” “ninja,” “superhero,” or “magician.”

They were especially turned off by candidates who called themselves “experts” without any proof of their success.

Jeff Fryer of ARM dislikes pros who call themselves experts because, he says “The top leaders in this field will be the first to tell you that they’re always learning– I know I am!” Steer clear of candidates who talk themselves up with ridiculous titles and who can’t provide solid evidence of their expertise.

According to our experts, some of them don’t even try. To candidates who say “’Social media can’t be measured,’” Fryer answer “yes it can[. L]earn how to be a marketer.”

Beth Carpenter, CEO of Violet Hour Social Marketing, complains that many candidates “Can’t talk about ROI (return on investment),” arguing that a good social media pro should be able to show “how social contributes to overall business success.” Good social media pros should show their value in both quantitative and qualitative terms.

While our experts wanted to see numerical evidence of social media success, they were also unimpressed with “vanity metrics” such as numbers of followers.

Many poo-pooed the use of followers alone as an indicator of success, with Tinu Abayomi-Paul of Leveraged Promotion joking that “a trained monkey or spambot” can gather 1,000 followers.

Claims of expertise or success should also be backed up by references and experience in relevant fields.

Several entrepreneurs said that they had come across social media managers without “any experience in critical fields: marketing, advertising, strategic planning and/or writing,” to quote Nancy Schirm of Austin Visuals. She explains that it’s not enough to know how to “handle the technology.” Real social media experts must cultivate “instinct borne from actual experience in persuasive communication.”

So, if you’re an aspiring social media manager, go clean up those pages, get some references, and figure out solid metrics for demonstrating your success.

And if you’re hiring a social media manager, watch out for these red flags to cull your candidate pool.

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Pinterest fights anti-vaxx info, urges Facebook to follow suit

(SOCIAL MEDIA) With misinformation continuing to spread online, Pinterest is putting their foot down and urging other networks to do the same.

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The World Health Organization calls anti-vaxxers one of the top 10 health threats in the world.

Pinterest decided to do something about misinformation being spread by anti-vaxxers. You can no longer search for vaccines on Pinterest and get any information, pro or con about vaccines.

You’ll get a message, “People have reported Pins from this search. Let us know if you see something that goes against our policies.” And “Sorry, we couldn’t find any Pins for this search.”

Pinterest’s policy prohibits “This includes promotion of false cures for terminal or chronic illnesses and anti-vaccination advice.”

Pinterest is disabling search for vaccines while it finds a better solution to allow material that is appropriate. Users should report pins that are against Pinterest’s policy.

There are ways to get around the general search terms. Type in measles. Fortunately, many of the pins are helpful and promote ways to avoid the measles, namely vaccines. With tons of search variations, there’s almost no way to prevent all misinformation.

The company has publicly urged other social networks to join them in this effort to combat anti-vaxx misinformation. But will they follow suit?

Search Google for the measles vaccine and the search engine provides good information for the most part. The first 10 results when I searched were from legitimate sites, the CDC, WebMD, vaccines.gov and the Mayo Clinic. On Facebook, it’s far less clear if the results from a search are coming from authentic, legitimate sites or anti-vaxxers.

CNBC reports that Pinterest’s ban on vaccines and its determination to stop the spread of misinformation pertaining to public health could put pressure on other companies to do the same. Bloomberg reported that Facebook is “exploring additional measures to best combat the problem.”

Tech companies do have an obligation to provide quality information. But given the problems with fake news on Facebook, I think it’s safe to say that no matter what these companies do, people are going to try and continue to find ways to share bad information.

It’s easy to be deceptive on Facebook and other social media sites. Many people continue to be fooled by fake news posts and phishing emails.

Does Pinterest’s move constitute responsibility or is it censorship that could be a slippery slope? Time will tell.

For now, question everything. Use your critical thinking skills to verify information. Maybe someone will come up with a solution to stop online hoaxes, but then the hoaxers will just find new ways to bend the rules.

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