This month we have discussed how brands are using Twitter, YouTube and Facebook Walls to address customer service issues. Continuing our Social Customer Service Month, let’s take a look at how brands are using customer service applications to address consumer needs through evergreen – or “always on,” rather than campaign-based – solutions. Since the Facebook Wall can become clogged for large brands, it can become difficult for customer service questions to be funnelled properly in order to get the best possible response for the user. These evergreen solutions can be presented to the user in various ways ranging from an FAQ to a rating system to static tab that directs users to real-time customer support.
After many shifts in the social landscape during the fourth quarter, Q1 proved active but provided few monumental changes. Let’s take some time to look back at what the last three months have brought to the social media space.
We’ve been fortunate to partner with some great brands on a number of social cause marketing initiatives over the years, but the WaterTank Facebook app that we developed for the Levi’s® brand is our most ambitious one to date. Launched on World Water Day 2011, the app promotes Levi’s® Water
“Is it possible to develop a social experience in a way that it can be launched and engaged with seamlessly across Facebook and a brand website, and what are the merits of doing this?”
A lot of our clients ask us about the merits of cross-platform experiences. I’ll define a cross-platform social experience as a consumer facing social experience that spans to engage consumers in a seamless fashion across platforms–Facebook, social website (a website leveraging social graph components), mobile, YouTube, Twitter, etc.
There have been discussions among the Facebook Developer ecosystem the past few weeks regarding the possible deprecation of the Facebook Share button to make the “Like” action the primary share point across the web. With the recent announcement that FBML will no longer be supported, indeed, the FBML Share action is deprecated. However, developers still have access to register a relevant action in their applications using the “stream.share” method in the JS SDK available. Unofficial documentation on this feature is available, and is not documented by Facebook. In fact, when searching for official documentation on “Facebook Share”, the search redirects visitors to the Like button documentation.
In my last blog post I wrote about TV ads being flat. I feel that the entire TV experience needs improving and that none of the big players have gotten it right. In this post I’m going to lay out what is missing and what I think the TV experience should be.