Social media was created with the idea of dialogue in mind, so it’s not surprising that more and more users choose it as the main channel of communication with brands.
According to a study by J.D. Power, 67 percent of consumers have used a company’s social media site for servicing; therefore, having a social customer support strategy is not just a matter of preference, it’s a must.
Successful businesses meet their customers where they are, and there is a very high chance that they are on social media, trying to contact your company.
Nevertheless, social media customer care is oftentimes overlooked and neglected.
Many businesses leave handling complaints on social media to social media managers, which may lead to throwing a client in the “I’ll-pass-you-to-our-customer-service” hell cycle.
There’s nothing inherently bad in letting your social media team manage customer service on social, but they will need some training to be able to manage customer care issues correctly.
The important caveat that makes social customer support stand out is that it is never just that.
Many times it’s happening in the public eye, therefore, your social customer service strategy affects your brand image more than ever.
In that sense, social customer service gives you opportunities for community building and raising brand awareness. And it would be a mistake to miss out on it!
I for one appreciate that you were quick to respond in order to try to right the situation. Take care of our boy Steve!
— Andrus Whitewing (@AndrusWhitewing) March 6, 2019
When the former football star and the hero of ‘Gleason’ documentary Steve Gleason called out Southwest Airlines on the lack of training in dealing with people with disabilities, they responded immediately. Gleason’s followers took notice of their reply.
The process of setting up social support channels involves two stages: preparation and the workflow itself.
In this article, we’ll go through all the steps of building a social customer service strategy from scratch and answer the frequently asked questions about social customer support.
Step 1: Analyze the Past Experience
Any great strategy starts with research. Analyzing your current customer care activity can help you identify pain points, “rush hours,” and your clients’ demands and expectations.
Moreover, your social media team can also give you valuable insights: do you already have established communication channels with your audience that are used for support issues (Instagram DMs, Twitter)?
Is there a need for a separate social media community designated to customer care? These and other questions can only be answered by the people who manage social media for your brand.
Step 2: Determine the Channel & the Team
Decide if you want to involve a person from your customer support team or a social media manager.
The answer will depend on the training process: will it be easier and faster to train your social media manager to handle customer service issues or vice versa?
However, for a smaller business, it might not be the strategy that makes sense.
Unless you’re constantly getting an influx of queries from customers on social media, I don’t recommend setting up separate profiles for customer care. Multiple profiles can be confusing to customers; besides, using your main profile to engage with customers helps raise brand awareness.
A great alternative would be creating a place for a community to interact with a brand and each other (for instance, a Facebook or a LinkedIn group) and checking up on it regularly.
Step 3: Create Guidelines
Once you have the team and insights in place, it’s time to create customer service guidelines (i.e., the rules that will guide your social customer support specialist(s)).
Here are some of the questions that you might want to address:
- What is your desired response time?
- What tone of voice should you take?
- What constitutes a social media crisis and when should managers be alerted?
- Will you respond to positive feedback and how (liking, commenting, reposting)?
You can even go further and create a template with answers to common queries — or borrow them from your customer support team. Just make sure that the tone of the response is consistent with your brand image.
Of course, babe! Return the romper to our warehouse: 3751 Seville Ave Vernon, CA 90058.
— FashionNovaHelp (@FashionNovaHelp) March 8, 2019
Fashion Nova took on a playful and informal manner of communication.
Step 4: Choose What to Automate
It can be quite challenging to stay on top of all the social inquiries and respond to them in due time. That’s why many social support reps use tools and bots.
There are two major issues that automation can tackle:
Making Sure You Respond to Every Mention
Negative reviews and customer care issues can be scattered all over social media, from Twitter to various subreddits.
Sometimes, they are not directed at your brand, but even when they are, people might misspell your social media handle or simply forget to tag you.
— Sarah Jane (@sarahwearsblue) January 17, 2013
Even though this customer tried to tag Tesco, they misspelled the brand name, so Tesco never saw her tweet.
In fact, research shows that only 3 percent of brand mentions actually use a Twitter handle, opting for the company or product name instead.
Monitoring your brand name and including misspellings can help you with that. You can use Tweetdeck and Google Alerts or a social listening tool like Mention, Hootsuite, or Awario (disclosure: I work at Awario).
These tools will organize all the mentions of your brand across multiple social networks in an easy-to-navigate feed, so you can take care of them one by one.
Respond to Mentions Quickly
According to Conversocial’s report ‘The State of Digital Care in 2018’, one-third of customers expect brands to respond in less than 30 minutes.
Salesforce also reported that 80 percent of consumers felt that an instant reply to their queries had a moderate to major influence on their loyalty to the brand.
Obviously, it’s not possible for a human to stay alert 24/7. You can use a social listening tool to get mentions from several platforms in one feed in real time, but there are still weekends and after-work hours.
Luckily, there are robots which don’t need to sleep and can work all the time!
Facebook already offers automated responses for when you’re out of the office: they notify your customers when you’ll be back online.
Moreover, you can automate any part of your communication – Facebook comments, Facebook mentions, Twitter mentions, DMs on Twitter and Instagram – with the help of bots.
There are a lot of ways to automate your communication: go with an integration tool like IFTTT or Zapier, choose a tool that specializes in one platform, or create your own bot.
However, don’t automate beyond what’s absolutely necessary: customers are not always happy to get a message from a robot.
@breather I did! That’s the only way I found out it changed. I thought the app made an error. Because again… You gave us NO NOTICE! And now you give a ROBO tweet in response. Lol wow!
— Rae (@Rae16670641) January 22, 2019
Step 5: Analyze Complaints
This step is sometimes omitted from brands’ social service strategies, even though it is extremely important. Understanding where customer dissatisfaction comes from enables you to improve your product.
For example, Samsung uses social listening not only to directly assist their customers but also to monitor all the new product launches to identify weak points.
“When we first launched the S8, I was asked in a meeting whether the red tint on the display was a ‘thing’. I typed in “Samsung red tint” [on Crimson Hexagon’s platform] and confirmed that yes it was, and we were soon able to deploy a software update that got rid of it.” says Amy Vetter, Senior European Digital Insights Manager at Samsung.
Social Customer Support: Frequently Asked Questions
Should I Answer ALL the Mentions?
That depends on your brand! If you work for a huge company, it’s an unrealistic goal to reply to every single mention of your brand.
However, if you’re a smaller brand, responding even to positive mentions can raise your visibility and help with community building.
Yes, girl you deserve it!
— HelloFresh US (@HelloFresh) March 10, 2019
The customer didn’t have a support query, however, HelloFresh still responded.
Besides, customers that receive responses from brands on Twitter are willing to spend up to 20 percent more and are 30 percent more likely to recommend the brand.
Here’s the standard workflow for replying to customers:
- Reply to DMs.
- Reply to negative mentions (assuming you use a social listening tool to analyze sentiment).
- Reply to inquiries about the company/product.
- Reply to other mentions (compliments, showing off the product, etc.).
- Check the community platform (a Facebook/LinkedIn group or a subreddit).
When Should I Ask Customers to PM/DM Me?
Not every conversation on social media has to be public: a lot of customer support interaction happens in private messages of a brand’s social media accounts.
However, it’s always better to minimize the hustle for your customer, so changing the communication channel should be both necessary and easy.
Pivoting to private messages works best when you need customer’s personal information (email, order number) or a thorough explanation of the issue they are experiencing to assist them.
Make sure you notify a customer publicly after sending them a private message. This will also show anyone else who stumbles upon the conversation that you didn’t just ignore the request. A simple “we sent you a message with more details, please check” will do.
We certainly understand your concern, getting charged for an app you didn’t want to use. Let’s talk in DM: https://t.co/GDrqU22YpT
— Apple Support (@AppleSupport) March 11, 2019
Note that you should put all the effort into avoiding changing the platform completely: it’s social support after all, so you should be able to help your customer on social media.
When customers use social media to complain, it’s often because a company has already failed to assist them through conventional customer service channels, so directing them back to email will only annoy them even more.
Just what I wanted to do, call while sick with laryngitis. Good times
— Jen Glazier (@jennifergla) March 5, 2019
Should I Introduce Myself?
Nobody likes talking to an anonymous brand or Twitter handle.
According to the report from Salesforce, 69 percent of respondents pointed out the importance of personalized customer care, and how can you be personal without introducing yourself?
Admittedly, replying to every message and mention you get with “Hi, I’m Jared!” might get a little bit annoying. A good tactic is to add your initials or a first name at the end of a message.
Hey there! Ack, really sorry for the trouble here, I’m finding the same thing in my testing as well. I’m going to escalate this to our team to see if we can figure out the issue! -Todd
— Buffer (@buffer) March 11, 2019
Should I Follow Up?
This might seem like a redundant question, but I wanted to remind you once again: always follow up if the problem isn’t completely solved.
When you can’t assist a customer right away, the best practice is to set a deadline for following up with updates, depending on the urgency of the problem.
It’s also a good idea to follow up if a customer didn’t respond initially: some brands will move on after sending one reply. However, in the rapid stream of social media it’s quite easy to miss one notification, so it’s better to message them once again.
Social media has become one of the most popular platforms for customer care – whether you like it or not.
To make your customers happy and get additional bonuses of raising brand awareness, you need to quickly respond to all the mentions and messages you get in a manner that complies with your branding.
All screenshots taken by author, March 2019
Top 10 Tools to facilitate web development
- Web development is very essential for guiding you past the traditional methods of website development and approaching to other more unique and efficient prospects in the IT field.
- Building an app or website is real but sometimes can be better facilitated through the testing and implementation phases of web tools.
- Entering the new age of the digital world is just impossible without proper deployment, scaling, and database management. And this where the best web development weapons are on standby.
Web development tools are necessary to adapt and integrate in the development environments since they help you create a webpage, gather metrics, discover layouts and designs. Web development is all about evolving and stepping up the game you are currently very proficient in. Along with that it doesn’t demand much money, require enormous sources or expect big money. The only thing development tools are incorporating is your boosted ultimate website performance. What is simply left is finding the right assistant on this journey. Here are the top 10 we have picked for you:
1. Chrome DevTool
If you are searching for a web assistant that would ensure your safety and optimize development, Chrome DevTool is sincerely recommended in this case. Taking into account that this is the most popular cross-platform browser of all, you should be certain that such a Chromium-based development technology will allow you to inspect, debug, and guide you through the browser.
While varied development tools are primarily focused on setting up websites, creating online stores, and launching blogs, Chrome DevTool is highly helpful in inspecting and tweaking. Although it is a bit hard to navigate through so many tabs and functions, Chrome DevTool offers you numerous panels for boosting productivity, analyzing load performance, and enhancing better user-friendly experience:
- Elements panel
- Console panel
- Sources panel
- Network panel
- Performance panel
- Memory panel
- Application panel
- Security panel
Such a division gives you a more fixed structure on elements and commands that you can apply depending on the existing page you are willing to diagnose. In order to access Chrome DevTools, you won’t even need to pay for anything, as it is built into the browser itself. Here is how you can open it.
Good software development company’s support can facilitate your user experience with its comprehensive and all-inclusive approach even more. VironIT offers you a list of the new age web development tools and services to create a highly adaptable website or attractive web application.
If you wonder what kind of development tools are combined in one software, it might actually vary from AR&VR development (augmented and virtual reality) to IoT Software development (data visualization and analysis). Such a useful package of cross-platform tools in one place makes it easier for you to write, maintain and promote better development and react to possible vulnerabilities. In addition, it guarantees you rapid functionality of apps, programs, websites and its well-organized software designs.
There is nothing more efficient than a versatile service providing the fast and most secure web frameworks. You share the main goal.
3. React JS
- It is also error-free since all technical mistakes can be spotted during compilation.
- It is easier to write templates, especially when you are familiar with HTML.
You have no clue what the new age of web development means if you don’t try out GitHub. This web platform enables you not only to manage the web applications by coordinating the tools and its usability, but also to deploy regular teams and campaigns to the completion of these same applications or projects. GitHub accesses you a lightweight, branch-based workflow that helps you experiment with taking over new tasks and managing the existing workflow.
- It helps you make changes, reviews without affecting other involved branches.
- It offers a smooth documentation process that often complements the quality coding process.
- It can modify pages’ content and style remotely via the web or locally on your computer
Why GitHub? The suggested privileges of breaking down barriers within a team when the project is implemented and keeping everyone focused on having the best performance. In the same way, it can let your business flow run smoothly and consistently at any point in time.
5. Novi Builder
You can’t even imagine what excellent sophisticated features you have been holding back when you were not a member of the Novi Builder community. This easy-to-use development tool offers you facilities for HTML drag and drop builder, access to all existing and future templates including free of charge themes. Also, it provides you with 20 must-have plugins and elements, such as Social Plugins, Contact form, Sliders, Countdown, Google Maps, and more.
The functionality and designs are exactly built for beginners developers who want to evolve and rise up on their IT working ladder. It is a great chance for deepening your understanding of website creation and ensuring solid knowledge of application development.
Along with the above-mentioned features, here is what else Novi Builder has to offer:
- It offers advanced code editor support.
- It supercharges your projects just from scratch
- It can install an app and make it live in several hours at low cost
- It empowers and modifies your existing HTML website with additional application integration facilities
Unlike the rest of the feedback tools, this one doesn’t misuse or distort gathered information. It does exactly the opposite by testing development phases and saving your existing project from bugs. If you are quite hesitant it takes too long to collect BugMuncher feedback, you should remember that it is not about your colleague’s professional suggestion, a customer as a prime source of feedback. They can deliver you the most constructive criticism that would help you hone your business’ website or app development.
Moreover, ready-made blocks of code and flexible layouts needed for HTML, CSS can be easily customized and used in accordance with your project’s requirements. The greatest Bootstrap’s features of all are:
- Extensive list of components
- Solid guarantee of the project’s responsiveness
- Useful icon library
Notepad++ is your great assistant in text editing, syntax highlighting, plugin maintaining and this list of handy features can actually go on. Although it is available on Windows only, it can still be supported by GitHub, a primary distribution party.
Additionally, Notepad++ supports 27 programming languages. If you go to the Binary Translations page you can easily choose the language you need. Alternatively, you can open User Language Define System to help you define the definition of keywords or regular expressions. Moreover, if you are advanced at coding in languages like C++, Batch, and HTML, Notepad++ is just an ideal service for you. Imagine that:
- You can find every instance of a word and perform actions on it.
- You can access the replace function and get a change reference for each word.
- You can also save time by typing the keyboard shortcut and skipping the appeared code next time or previous time.
Doesn’t it sound amazing to apply a word-search and text-editor tool like this with just a quick installation and some default language setting? You should definitely try it out.
9. Source tree
We wouldn’t bet on the wrong horse if we said that most of you are intermediate or even advanced developers who’d rather focus on coding than interacting with the Git repositories. SourceTree is a free web development tool available for Mac and Windows and perfect for database visualization and management. However, Source tree equally claims to serve both powerful experts, as well as absolute beginners. Yet, understanding the interface specs is easier than you can even think:
- Bookmark windows represent database you are aligned with
- Toolbar lets you take action without any command line
- The sidebar is where you access the information about your current project
- Repository history and code diffs share control to monitor previous changes
From now any coding changes will be demonstrated in real-time and with the aggregated view on all of your work.
10. Lambda Test
Now, you are completely forearmed to successfully lead the war of web development. Getting an application done or an advanced code supported has never been easier. Try these top tools out and you will not regret it.
Why behavior analysis is important online business
- A typical consumer now owns an average of 3.6 devices which means a person’s journey may start from a laptop and end on a mobile or a tablet.
- In the ecommerce business, the cart abandonment rate is the thing that haunts most of the business owners.
- Developing analytical skills can help you better manage these obstacles.
- MD of SEO Discovery shares a guide to help you understand Cohort Analysis and Behavior Analysis to eliminate roadblocks and improve engagement.
In today’s digital age, the customer journey is getting complex day by day and if you are doing online business then it’s vital to understand your customer journey. A typical consumer now owns an average of 3.6 devices which means a person’s journey may start from a laptop and end on a mobile or a tablet.
In the ecommerce business, the cart abandonment rate is the thing that haunts most of the business owners. According to Statista, 88.05 percent of online shopping orders were abandoned in March 2020 worldwide, which means over 88% of people added selected products into the cart and left without buying for various reasons. This is a massive business opportunity loss for ecommerce players.
Developing analytical skills can help you better manage these obstacles. Without adequate knowledge of analytics, your marketing won’t work because you won’t know what worked and what didn’t work. All the marketing suits come with analytics tools to help perceive the behavior, engagement metrics, and demographics of the visitors coming to a website. The most common web analytics tools are Google Analytics, Adobe Analytics, Kiss Metrics, and Mixpanel. They generally come with the following features and capabilities:
- Real-time analytics
- Mobile analytics
- Attribution modeling
- Ecommerce tracking
- Funnel analysis
- Cohort analysis
- Cross-device tracking
- In-page analytics (Session recording, click tracking, heatmaps)
- Goal conversion tracking
- Event tracking
- A/B testing
Every feature has its own data sets which can be compared to help you make informed decisions. Today we are going to understand Cohort Analysis and Behavior Analysis to eliminate roadblocks and improve engagement.
What is a Cohort Analysis and why is it important?
Cohort analysis is a subset of users grouped by shared characteristics. It simply allows you to compare the behavior and metrics of different cohorts over time.
Cohort Analysis Example – Finding Engagement Drop
Let’s suppose you have an online food ordering website/app and using acquisition date (when users started their first sessions) cohorts you can find out when in the customer lifecycle your users tend to drop off.
The best way for visualizing this data is to chart out the retention curve, portraying retention over time.
This retention curve clearly reflects the most important insight – around 75% of the users stop using the website after the first day. We can see a downfall in the engagement. Hence, it’s evident to improve the overall experience and abet customers through daily offers/coupons to boosting retention.
Cohort Analysis Comparison – Organic vs Direct
The below cohort analysis indicates that organic traffic has a better retention rate than direct.
Visitor behavior analysis and its importance
It’s a process of tracking user behavior on a website and there are some great tools in the market that give accurate information. Tools like Hotjar, MouseFlow, Crazy Egg record visitor sessions to see how visitors are navigating on the website. They also offer click tracking and heatmaps to analyze the most engaging and ignored (skipped) elements on a page.
If you look at the above heatmap, you would notice that no one bothered to click on “PORTFOLIO” in the top menu, which means people aren’t interested in see the portfolio. Maybe we have to replace it with something more interesting (like Case Studies, Achievements, and more) which grabs a visitor’s attention. These kinds of insights help you add/remove elements to improve page engagement.
Using filters, you can further segment your audience to dig deep and pull out actionable insights, see those filter below:
In Google Analytics, behavior flow gives you a visual presentation of how people are navigating on your website. You can apply segments to get a deeper view of their behavior and it also enables you to apply different dimensions on top of these segments to get actionable insights.
The power of these analytical tools lies in the fact that it allows you to view which customers leave and what’s making them leave your website/app – so that you can fix it. You can also hire a professional digital marketing agency that can help you find these hurdles and remove them to enhance your overall engagement.
Mandeep Singh is the MD of SEO Discovery. He’s mission is to provide affordable digital marketing services to startups and SMEs. He’s an official member of Forbes Agency Council. You can find him on LinkedIn.
Top 15 Chrome extensions for social media marketers
- When it comes to the internet browser, Google Chrome, with its extensive list of extensions is the indisputable chart-topper.
- As a digital marketer, you have to keep track of so many things – different projects at various stages of development, research, reporting, new leads, existing clients, et cetera.
- Bhavik Soni shares a list of the top 15 Chrome extensions that will make social media marketers more productive, smart, and efficient.
- These are categorized into extensions for – Productivity, research and tracking, content creation and implementation, and digital marketing. Dive in!
When it comes to the internet browser, Google Chrome, with its extensive list of extensions is the indisputable chart-topper. From simple theme-based to technical coding-related, the extension list in chrome is practically endless.
This extension-packed list also boasts a wide variety of efficient social media extensions that boost professionalism, punctuality, and productivity. And, who wouldn’t love a convenient free plugin that makes life easier!
As a digital marketer, you have to keep track of so many things – different projects at various stages of development, research, reporting, new leads, existing clients, et cetera. These extension apps create a focus-orientated and organized work environment by keeping marketers updated on project developments, sending to-do reminders, enhancing content, and more.
In short, these install-and-use plugins act as the ace up their sleeves for social network marketers. They work as useful gadgets and trained assistants. They are the must-have social media marketing tools for every marketer.
You can optimize and make Google work for you in a jiffy by adding these 15 Chrome Extensions to your browser today.
Chrome Productivity Extensions
1. StayFocused: App block & website block google chrome extension
Designed to boost productivity, the StayFocused extension limits the amount of time you spend on vanity Googling. It offers the brute force you need somedays to anchor your focus to what’s more important.
2. Momentum: Personal dashboard new tab chrome extension
Perhaps, Momentum is the best Chrome extension for productivity. It steers your focus from idle to important by motivating you with quotes, encouraging positivity with mantras, and inspiring with serene photography. Features like Daily Focus, To-Do, Countdowns, Metrics, Event Reminder and Links help you browse the internet with intent. What’s more? The plus version is available for just $3.33/month.
Research and tracking extensions
3. Diigo Web Collector: Highlighter and bookmarker for chrome
Diigo is a research chrome extension that lets you highlight important phrases, bookmark and save pages, write notes, and collect references at a single place. It comes in handy for social media marketers, who generally invest hours in R&D for planning a campaign, learning trends, and comparing the competitor’s strategy.
4. Google Analytics URL Builder: Online UTM tracking
This is a tracking extension that lets you build UTM parameters. With the help of this plugin, you will be able to gauge the effectiveness of the UTM tags used in the campaigns. Google Analytics URL Builder also allows you to share templates with others, saves time when you have to generate URLs manually, and shares progress with clients.
5. Ghostery: Makes web cleaner, faster, and safer
Ghostery is designed to block ads and trackers, this productivity chrome extension makes a great social media marketing tool. With its help, you will be able to learn the trackers on the competitor’s sites that they use to attract, engage, and convert the visitors.
$11.99 USD /month/user*
6. SpyFu: SEO and PPC tools for professionals
Yet another efficient tracker extension that lets you peek into the competitor’s site data. Spyfu reveals extensive information, including where the competitor appeared on Google in the past nine years. The social media marketing (SMM) plugin also shows all keywords bought on AdWords, every ad variation, and every organic rank for $33/month.
Content creation and implementation
7. Canva: Design is all around us
How social media advertising will perform relies a lot on visuals. Photo-driven platforms like Instagram and Pinterest yield better ROI than content-driven Twitter or Facebook. It is because photos get more engagement. To ensure you can make most of this social media trend, creating impressive and attention-grabbing posts become imperative. It is where Canva comes into the picture.
8. Figure it Out: Solve your time zone pain
A digital marketer works for clients and target audiences in different time zones. For them, Figure it Out proves to be a handy tool. It is an extension that lets you keep track of up to 10 time zones, and makes scheduling posts accordingly.
Free and paid ($3/month)
9. WhatFont: Identify fonts on web pages
We get it, fonts are tricky. Download an app, and it gives you hundreds of fonts that are too similar-looking, too familiar, or too quirky for your campaign. One day you browse a site – may be a competitor’s – and find just the font you were looking for but have no clue which one it is.
That’s when WhatFont comes to the rescue. A single click and it reveals not only the name but also the family, style, weight, size, line height, and color of the font.
10. Unsplash Instant: Beautiful photos in your new tab
For every social media marketing post, there is a tedious task to find high-quality, professional stock pictures, usually for free. Unsplash Instant lets you find great photos ranging from flowers and skies to desktops and artsy portraits. You can save them for free and use it for all kinds of commercial use.
11. Colorzilla: Advanced colorful goodies
Colorzilla allows you to hover over any color shown on a webpage and learn about its hex code for future use in a social media ad post. With this plugin, you will be able to create consistent color themes, appealing visuals, and come up with perfect palettes.
12. Sniply: Drive conversion through content
Social media promotions through third-party content are more effective when they include a tempting call-to-action that takes the reader to your own online space. Sniply helps you make those conversion-generating posts by letting you add custom CTA to any piece of content. On the dashboard, the plugin will show how many clicks your links are getting and the level of engagement for tracking purposes.
Digital marketing extensions
13. IFTTT for Marketing and social media automation
14. Buffer: Share content easily
With this social media extension, you will be able to schedule and manage posts across different platforms. Buffer will also let you follow up with analytics to track the performance of each post.
15. LastPass: Free password manager
By downloading the LastPass Chrome extension, you will not need to remember dozens of passwords to each social media platform. This free password manager will do it for you. You could also create a master password through LastPass.
Let’s sum it up
Here’s a guide to 15 best Chrome extensions available for social media marketers. From saving bookmarks to managing posts and passwords, these plugins will work as assistants to digital professionals.
Note: Details like pricing are subject to change as per the respective tool provider.
Bhavik Soni is a Creative Writer at Auto Monkey. We provide an original analysis of the latest happenings in the social media industry. Connect with Latest Social Media Trends and News plus tips on Twitter, Facebook, and other social tools on the web.
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