Meet Your Support Agent: Greg Betz

by

Meet Your Support Agent: Greg Betz

The “Meet Your Support Agent” feature provides an inside look at the SocialCRM service from the support agent’s perspective. In an interview format, they share expertise, insights and best practices to help auto repair shops use digital marketing & social media strategies to gain competitive advantage in their market. This month we’ll discuss Facebook and SocialCRM tips for aftermarket shops. We’re pleased to introduce Greg Betz who has been a SocialCRM support agent for two years.

 
Marcus: Tell me about the conversations you have with your clients about the importance of Facebook and how SocialCRM helps them with their business Facebook page?

Greg: One of the main messages I give them is about the importance of Facebook in getting exposure for their business out there on social media. Facebook is one of the biggest platforms to do that, and having an optimized business Facebook page is a fantastic  opportunity not only to communicate with their Facebook followers, but also to link their business page to other sites, including their shop’s website. The bottom line is that Facebook is one of the most important marketing tools they can use to increase their business’s exposure.

Marcus:  How does SocialCRM help shop owners with Facebook?

Greg: If a shop owner already has an existing Facebook business page, we’ll review it to ensure that the content matches up to their other sites out there; cover photos, profile pictures, etc. We’ll also help by posting fresh content on the page once a week, so that everyone who likes the page will get a new article notification weekly. We will also work with the owner and talk about goals and priorities for their Facebook page. Do they want to post a photo now and then, how often do they want to put up messages, what can they post to add a personal touch to the business page so everyone who has liked the page will see they are engaged and paying attention.

Marcus:  How does SocialCRM help shops share consumer reviews on Facebook?

Greg: The SureCritic review program has some phenomenal options to share customer reviews. After the consumer completes a positive review, they are invited to share that review on their own personal Facebook page for all their friends to see.  That’s great exposure for the business, amplifying the positive experience the consumer had to all of their friends. This increases the chances that someone who may not have heard of the business will come in for service. Another way to share reviews is initiated by the shop owner. When the owner reads a positive review from a consumer who is raving about their business, the owner has the ability to share that review on their Facebook page, to spread the word even farther. That ramps up the shop’s reputation with their review program and also shows that they’re paying attention to their customers. They’re actually taking customer service one step farther by showing they value their customers’ reviews enough to share them.

About the Author

Marcus Mackell

Marcus Mackell is the Director of Mitchell 1's SocialCRM shop marketing product line. He joined the company in 2003 and has been in the automotive social media & retention business for over 17 years.