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  • Fighting Spam On Your Social Ads

    Friday, December 5, 2014 by
    The world of social media is supposed to be just that - social. It's a place where people can freely speak their mind about a product, brand, or their favorite cat (we're looking at you Grumpy cat). This can be amazingly wonderful for some advertisers, but then it can also be their worst enemy. This post will cover the negative effects of social on social (Twitter and Facebook) ads and how you can fight them. Fighting Comment Spam  

    Twitter

    The most common type of spam on Twitter originate from fake accounts posting affiliate links or links to their products. These users are essentially riding the curtails of legitimate advertisers in order to get some visibility for free. How effective is this for them? We don't know.
    Another type of spam comes from upset users. Although we all try our best to provide the absolute best products available, there will always be someone that is unsatisfied for some reason. These users can be very vocal about their opinions on social channels, even attempting to hijack otherwise civil threads with hate comments.
    Fortunately with Twitter, you'll be able to see comments on any of your posts coming through your notifications. So if you're watching your notifications, you'll be able to quickly identify spam. The downside is that you can't delete any of these comments, deserved or not. You can mark them as spam, but the chance of them being removed is very slim.
    For Twitter, you really have two options.
    • Leave the tweet alone and hope the spam doesn't get noticed
    • Delete the tweet and recreate it in the campaign

    The second option is one of the worst options because, as many advertisers will know, Twitter rewards engagement. So if you have a tweet that has a lot of favorites and retweets, the tweet will tend to show more often. Although, Twitter does reward freshness, so it is overall a balancing act and a judgement call.  

    Facebook

    If you're using Facebook's "Boost Post" option, your ads are your posts on your page and you can easily filter through the posts with comments. However, if you're using dark posts, then this is a much more involved process.
    Similar to Twitter, the most comment type of spam is affiliate links, product links, and even profile or page links. On Facebook, these can be deleted and abusive users easily banned.
    The next type of spam essentially consists of generally nonsensical, but positive comments. Mostly these are emojis and smiley faces. There are rumors that some fake accounts are created for specific purposes and these users click / comment in order to appear active. While we can't verify this information, we aren't going to usually delete the positive messages.
    Currently, Facebook doesn't notify page administrators of comments on ads. However, they do notify for likes, which seems slightly backwards. However, here are 3 methods of finding your comments on newsfeed and mobile ads.
    1. Manually Go Through Each Campaign I generally separate ad sets by display type. This makes it easier to go through all ads in these ads set in the campaign manager. The process is listed below:
    • Click ad name so a view of the ad will drop down
    • Look at view of ad to see if there are any comments
    • If there are comments, click "Ad Preview"
    • If this has a newsfeed element, you can click "View in Newsfeed"
    • This will open the demo in your newsfeed and you can click comments
    • Remove spam as needed
      2. Manually Save Links To Add in Spreadsheets This is a tedious process, especially for those that create a lot of ads. To start, you'll need to complete the steps in number 1 above. Then follow these:
    • In the demo view, hit the arrow on the top right of the post
    • Click save post
    • Go to your saved posts (you can get there by clicking this link)
    • Click the post
    • Copy URL and put in spreadsheet
    • Delete saved post

    The reason you have to delete the saved post is because you can only save one post per page.   3. Power Editor To The Rescue This is the most efficient method I have discovered thus far. If you haven't used the power editor before, don't worry; it's really pretty easy for mass edits. This helps grab all the posts you need (and the post IDs), and start viewing the posts. Here's the process you'll need.
    • Visit power editor (click here)
    • Download your ad account
    • Click the active section on the left for campaigns to grab just the active campaigns
    • Select all campaigns (if you filtered ad sets by display then you can select all those ad sets)
    • Click the export import button on the top. (Button has two arrows)
    • Choose Export Selected or Export All
    • Open the downloaded document
    • Play with the data until you have the "Ad ID" of your newsfeed and mobile ads
    • Ad ID looks similar to a:602000000000
    • Move these to a different document / spreadsheet / tab
    • Do a replace with CTRL + F to replace a: with https://www.facebook.com/?feed_demo_ad=

    Your results will look like a string of lines similar to https://www.facebook.com/?feed_demo_ad=602000000000
    If you notice in the spreadsheet, there's a "Preview Link" column. I have not yet been able to successfully see the newsfeed links by using this. That's why I suggest appending the Ad IDs to the URL above.
    This process makes it easier to run through the list in a few minutes to go through the comments. If you wish to have multiple people, you'll need to have them listed at least as an Analyzer on the Facebook account so that they can see the demo links.  

    Conclusion

    Remember, not all of the comments and tweets on your ads are spam. Do keep an eye out for general support requests and other beneficial interactions as well.
    It is always important to be responsive and helpful via your social channels.
     

    Update 6/16/15

    Recently, Facebook made a change to make this a little easier. Maybe they saw this post? We'd like to think so. Facebook has done a better job of adding the notifications for comments on all posts. However, if you're running a lot of ads, you'll probably miss some of the notifications. So you can use the steps below to find the posts to modify their links. To see comments on your ads, it's still a manual process. You you (or the person going through the ads) will need to have access to the advertising account. To see the comments, you have a couple of options to find them: Campaign Manager or in Power Editor. The steps for both are listed below:   Campaign Management Dashboard From there, click the campaign, then the ad set, and you will be at the ad level. Click the specific ads that you want and you'll see a small preview of the ad. On the right, you'll see the following (check the screenshot 1 below). Click "View Post Permalink With Comments" (screenshot 2).   Screenshot 1 Find Facebook Ad Preview   Screenshot 2 View Facebook Ad With Comments   Power Editor There are two ways to find these in Power Editor. Both of which require you to be within the Ads tab. The first option is within the table for the ads. Just scroll all the way to the right and you'll see the "Preview Link" column (screenshot 3). The second option is to select the ad. Right below the ad preview, you'll see the options in screenshot 4 below.   Screenshot 3 Power Editor Preview Facebook Ad   Screenshot 4 Preview Facebook Ad Power Editor   This will take you to the ad where you can reply to the comments or delete them. If you have your own suggestions about fighting spam on your social ads, let us know the comments below!
    Comments are off for this post
  • Why Customer Service Matters

    Friday, July 25, 2014 by
     
    customer service
    Sure, everyone says that customer service matters, and that customer service is important to the way that they do business... but how many times do you feel like the above situation is what’s actually happening when you’re dealing with a company? The most common perception is that no matter what the party line is, the fact of the matter is that companies today just don’t care. Most people get annoyed with it, but few people actually take the time to think about how those perceptions transfer to their business.  

    Does this Sound Familiar?

    You have an issue with a product you’ve purchased from a company, something frustrating in and of itself, and, already irate, you attempt to contact the company regarding the issue you’ve experienced. You want the company to take responsibility for the faulty product and take the time to get the matter resolved. Instead you either get an automated response, or, worse, the company tells you that it’s your fault that the issue arose and you’re out of luck, placing the blame on you for the issue with the product, regardless of whether or not it’s your fault that the issue occurred. You rant, rave, maybe even cuss, and get blown off in return.  

    Why it matters

    Your business won’t last if you don’t have any customers, and the introduction of social media to the business world makes this all the more important, as all the other customers of your company can see and talk about all of the issues that have occurred with your business in a medium that is directly tied to your business. The more negative that is said, the less likely that new customers will deign to use your products or services because they don’t want the same experience; business will continue to decrease until either you do something to correct the problem or until your company is down the drain.  

    What you should do

    Don’t make it simply a party line. Make customer service actually matter. Take the time to treat each customer as though their issue is unique (even though most will not be), and take the time to get it resolved correctly the first time. If you sell second hand appliances and you swear you’ve tested them out, don’t blame a customer when a thermostat breaks less than a month after they’ve bought it from you. If a product got damaged in shipping, apologize; don’t blame it on the post office. Always apologize for the issue. If it’s an issue of damage or an issue with a defect, ask for the product to be sent back, or ask for a picture of the issue, depending on what the issue is and what the product is. Have a system in place of working to handle issues. Resolve whatever the issue is promptly, and resolve it the first time. Treat each customer as though their business matters, and as though you value their opinion. Keep all negativity about the situation or about the customer to yourself. Treat each situation as though it could make or break your business, because it could. Once you’ve made customer service your priority, you have a solid foundation upon which to grow your business.  
    Image Source: Zetta. (2014). Customer Support Matters. Retrieved from http://www.zetta.net/images/Customer%20Support%20Matters%20at%20Zetta300x197.jpg
  • Dear HostGator Clients

    Friday, August 2, 2013 by
    Today our Provo, Utah datacenter experienced outages that may have affected access to your website and account services.  At this time, all services have been restored. I would like to extend my sincerest apologies for this occurrence, as well as the negative impact that it may have had on your websites and businesses. The outages began during routine maintenance which traditionally has been completed without any disruption. Unfortunately, hardware failures including our core routers cascaded causing downtime and network instability. Our datacenter technicians reacted immediately, working tirelessly alongside the hardware providers to re-establish connectivity as quickly as possible. Our engineers are conducting a thorough review of the incident and implementing new processes and safeguards in order to prevent similar occurrences in the future. Please know that customer satisfaction is of the utmost importance to us; we are committed to providing you with the high-quality, reliable service that you’ve come to expect and very-well deserve.  We apologize for failing to exceed that expectation during this incident. If you are still experiencing any issues, please contact us via http://support.hostgator.com so that we may properly assist you. In closing, we’d like to thank you for your understanding and patience throughout this situation. We truly value your business. Sincerely, Adam Farrar CEO, HostGator.com
  • Customer Service, part II

    Tuesday, October 30, 2012 by
    Welcome to part II of our Customer Service series, please see part I right here. Literally the entire HostGator staff is at the service of our Customers and available to personally assist, from our Jr. Admins up to our CEO.  I have seen, with my own eyes, our CEO call a Customer to assist with an issue they were experiencing that required a lot of time and attention to resolve.  That is not a run-of-the-mill situation, but it is an example of the lengths to which we, as a Company, will go to ensure the satisfaction of our Customers.
    That degree of engagement is something in which we very much take pride.  Virtually regardless of the issue at hand, any time that a Customer is not completely comfortable with the individual presently assisting them, they can request to speak to someone with whom they will feel more comfortable: a Level 2 Jr. Admin, a Supervisor, a member of the Customer Service Dept., or even myself.  We want any given Customer to communicate directly with whomever can best resolve the given issue in that moment. Our Customer Service Department is the keystone upon which much of this rests.  They stay engaged on the front lines as well as instituting new policies related to these matters in a dynamic manner with the focus always being on the Customer experience.  We have already succeeded as a web host, we have nothing to lose by going that extra mile in order to ensure that your experience with us is extraordinary. Clearly the Golden Rule sets the foundation, we certainly treat our Customers how we would want to be treated, but then we kick it up that proverbial notch to treating Customers in a way that would exceed our own expectations were the roles reversed. A recent issue comes to mind whereby there was a very short (approximately 25 minutes) outage related to one of our services.  As we monitored and responded to Customers in realtime via Twitter, most of the tweets we received were along the lines of "when will this be resolved?"  There was one Customer who stood out during that short outage, they simply said "these things happen, thank you for being the best hosting company."  Once all services were restored and everything returned to normal, we contacted that Customer and gave them a free month of hosting. I don't use the above example to encourage people to say nice things about us during less than ideal situations, nor to pat ourselves on the back for having done something nice, but I did want to illustrate one example whereby we exceeded one person's expectations.  Every single time you contact us is an opportunity for us to attempt to exceed your expectations.  That, to us, is Customer Service. I mentioned Twitter previously, you can follow us @HostGator.  You can also find us on FaceBook, Instagram, Tumblr & Pinterest.  Speaking of Pinterest, we have a specific pinboard that highlights our various awards over the years.  Think of it as an online trophy case, many of these awards are a direct result of our Customer Service. Social media is becoming more and more vital in providing thorough Customer Service.  We are active on virtually all major social networks.  Full a full list of HostGator's social media presence, see this link from our KnowledgeBase.  Please follow or like us on your preferred social media platforms. I could wax philosophic about Customer Service all day, but really what matters is the input from you, our loyal Customers.  How do you think we're doing?  Would you like to contribute to this blog by sharing a story of when we were able to go above and beyond for you?  Please email feedback@hostgator.com ATTN: Blog with your thoughts, suggestions and stories about how HostGator has served you over the years.  We want to hear from you!