All posts by Roman Sozonov

Instagram Has a New Boss_Former Facebook Newsfeed Exec_Adam Mosseri

Instagram Has a New Boss_Former Facebook Newsfeed Exec_Adam Mosseri

Information, Instagram, Press, social media

Last week the cofounders of Instagram, Kevin Systrom and Mike Kreiger,  announced they are leaving the company due to concerns about the platform’s maintaining independence at Facebook. Now they have announced a new head of Instagram. In a blog post on the Instagram press, the Instagram co-founders announced that Adam Mosseri is the new leader of Instagram effective immediately.

Mosseri was previously the VP of product at Instagram, and before that, he started as a designer at Facebook. During his work at Facebook, Mosseri worked on Mobile and News Feed. Besides managing the day-to-day running of Instagram, Mosseri is also in charge of selecting heads of engineering, product, and services at Instagram.

So Systrom and Kreiger, despite their concerns over Instagram losing more of its independence at Facebook, say they remain excited about Instagram’s future with the leadership of Mosseri:

   ‘’ Since we announced our departure, many people have asked us what we hope for the future of Instagram. To us, the most important thing is keeping our community–all of you–front and center in all that Instagram does. We believe that Adam will hold to these values and that Instagram will continue to thrive.’’

  ‘’ We remain excited for the future of Instagram in the coming years as we transition from being leaders at Instagram to being just two users in a billion. We’re confident that under Adam’s leadership, Instagram will evolve and improve and we look forward to the future of the product and community.’’

Tips on social media customer care

Marketing, social media, Tips

Here is how you can use social media to improve customer relations:

1-Straight your priorities

Pick your platform

You should focus on providing CRM to followers on the platform which you have the most following there.

  • Survey customers to see where they would want to interact the most.
  • Find out on which platform would an unanswered negative comment have the most impact.

You should conduct a competitive audit in your niche to create a CRM strategy for your brand.

Create a query network

You should consider multiple factors while ranking your response time:

  • Their score

Are they an influencer?

  • Social following

How many people will see their comment?

  • Negative comments

Try to flag @mentions as positive, negative or neutral.

2-Listen to your audience

Create a social media listening dashboard with related sites and transition to a social media service platform.

3-Respond

  • 1% of customers say social media provides the best customer experience for them.
  • 29% of customers receive a response while voicing a complaint on
  • 49% of customers do not have a positive reaction to the responses they receive.

What should I do?

  • Respond right away
  • Follow them
  • Reply to their posts or tweets.
  • Don’t pass the problem on
  • Ask for their contact information via private message
  • Tell them you have contacted customer service on their behalf
  • Follow up with them as soon as the action has been taken
  • Give them a timeframe for resolution.

Publicly announces

  • Don’t let your last response be a promise to fix the issue, send them feedback
  • Leave a reply or comment after solving the problem
  • Ask them if you can help them with anything else
  • Offer coupons or discounts to please unhappy customers. ( this can boost your customer satisfaction.

Don’t just rely on social media

Emphasize social media as a supplement to traditional customer service, not as an alternative.

Make sure to provide contact information to customer service representatives as much as you can.

4-Measure the effects

Here is a crucial metric for gauging CRM effectiveness

  • Percentage of messages that receive a response
  • Average response time per message
  • Average troubleshooting time
  • Percentage of queries managed by social channel
  • Changes in customer satisfaction