Service Category: Website Design, Social Media Marketing, Reputation Management
Client Industry: Consumer Electronics
Business Challenge: The client wanted to engage with customers on Facebook to inform them about their innovative Senior Care and Home Security Systems but was not able to achieve this on account of the existence of multiple facebook business pages being created by various team members in the past. The brand message was no standardized and none of the pages were ‘on-brand’ either visually or in the text communication, taglines or value proposition. The existing customers were confused since there was no standardized messaging which impacted customer referrals and reviews.
Client Pain Points:
- Messaging: Not standardized
- Branding: No defined branding either Visually or in language. Nobrand cohesion
Website Platform: Facebook
Solution: After understanding the Business Need the rsquare media team quickly developed a wireframe and Facebook business page mockup which the client quickly approved, after which we immediately started work and were able to deliver a completely redesigned Facebook business page within a week. The other Facebook pages were unpublished to prevent any further customer confusion. We innovated by creating automated customer service by way of facebook messenger, so customers were greeted the moment they messaged the page with clear instructions on how to get further expedited assistance. We also designed video banners instead of the old static image banners which made the business page pop. The videos conveyed new product features and customer benefit with a clear Call to Action.
Solution: A Plethora of Customization
- Custom Web address (URL) to align with the website name and any other brand properties online – facebook.com/BusinessName
- Custom Services section to showcase services offered
- Custom Call To Action (CTA) to help visitors interact with the business by either click-to-call feature or ‘buy now’ or ‘donate now’ custom button seen prominently on right-hand side of page
- Custom Video Cover – which can be used to showcase current product/service offers or promotions, organizational key initiatives, news & awards, etc. – the possibilities are endless.
- Custom Automated Customer Service which can be programmed to respond to inquiries received on Facebook in real-time. The Artificial Intelligence (AI) used, makes the interaction appear between one human and another wherein the ChatBot greets the visitor by their first name
Results:The client’s website saw a 15% increase in referred traffic just from the automated facebook messenger with name personalization with 3 months of going live. The business page also started to receive more 5 star reviews from happy customers.
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