Social Media Archives - Centella Media

Category: Social Media

Why is social media presence important for companies?

5 min
Social Media
Written by Nikola on

The benefits of social media for business can be evaluated from several angles. The first one is that around 5 billion people use social media to some degree and social media usage has soared in the last 5 years and become an integral part of a human socioeconomic presentation to the world. It is time for the companies to leverage influence social media offers in unprecedented levels of connection and engagement.

Social media usage:

Social media presence and its benefits can be described in 4 basic categories:

  • Communication
  • Engagement
  • Advertising
  • Data Analytics

Each category represents the value business can acquire while doing social media activity.

Communication:

The main channels of communication on social media are comments and messages. Customers will always pick the easiest and simplest way to get an answer to their questions. Companies like Twitter, Facebook, and Instagram have become the preferred medium of social interaction that offers a more personal touch than email communication or phone calls.

Feedback in reviews on your products and services can make all the difference for a business. Wouldn’t it be great to hear what customers really think about you and your brand?

“55 % of enterprises reported using social media to obtain customer opinions or reviews, or to answer their questions”

In today’s increasingly digital world, customer service has evolved dramatically. Nowadays, many consumers prefer to turn to social media platforms to express their concerns and reach out for help.

– Reach out to people who are interested in your business.

– Be able to respond to questions, comments, and reviews.

– Build relationships with your customers.

– Stay in touch with your customers.

– Get real-time feedback from your customers.

TIP:  Customer reviews across multiple sites can also help increase traffic to your business as it’s easier for search engines like Google and Bing to find them.

Engagement

Engagement is one of the most used words in the social media marketing world. But what does engagement really mean?

Engagement on social media is a powerful metric that captures the ratio of clicks, comments, shares, and likes. However, it often involves certain time-intensive tasks such as real-time engagement throughout the day with your followers while also looking to create more organic reach through original content in order to have consistent growth with your community.

Technical benefits:

– Get more traffic to your website

– Increase the number of followers on your social media profiles.

Emotional benefits:

– Increase your brand awareness.

– Build a strong community.

“85 % of small enterprises and 87 % of large enterprises used social media to build their image or market products”

Have you ever wondered how successful brands and business owners attract their audience’s attention? Do they have a team of social media managers or is it something that comes naturally to them? These people are very much aware of what kind of content performs best on each network. They know exactly when and in which language should be published for maximum effectiveness.

TIP: Customers that are engaged by content on company social media pages are more likely to buy products or services offered by that company.

Advertising

Facebook ads let you build a target audience for your business by displaying your ads to people who have visited your website, or who belong to groups of people with common interests, demographics, or behaviors.

You can develop a tracking and monitoring system to continually follow your customers’ engagement with your business, brand, and products, allowing you to adjust your strategy on the fly to deliver relevant content to them.

When it comes to purchasing ads for social media marketing, the biggest challenge most businesses face is determining the best investment level. There are a number of ways to determine the proper allocation, from using historical data to developing strategic estimates. (using historical data to develop complex strategic estimates).

TIP: You can precisely narrow down your Facebook audience to increase the likelihood of purchasing your product or service while reducing the cost.

– Reach people who are most likely to buy your products.

– Connect with your existing customers

– Get new customers and leads

– Promote your business, products, and services.

– Get a higher return on your advertising spend

– Get more exposure for your business.

Data Analytics

Data Analytics, is the word you heard often in Digital marketing circles, but what is the true meaning and why do I need it?

By definition, it is a structural way of collecting, storing, and analyzing data you gather. Data can be collected from numerous sources and we can categorize it as:

  • Web Analytics data
  • Social Media data
  • Secondary data sources (all data collected by other people and shared online) e.g. statistics of a survey conducted about the usage of a new social media platform in the United States.

After the data is collected and stored, we can do the following with analyzing it:

  • Understand why someone has taken an action online and what links they clicked
  • Reduce advertising costs and increase revenue
  • Measure customer activity holistically
  • Eliminate human bias allowing for consistent decision-making
  • Find answers to vital business questions

It’s only when the importance of digital analytics in business is fully understood that companies can have the best results.

Social media presence is getting more important for business each day. Competition is growing and smart use of social media channels is really something that can give your company a competitive edge. We are still in the age where some companies overlook the importance of Internet marketing and with that, they are leaving a lot on the table for their competitors to take. Take a step forward and take full advantage of the power that social media channels have to elevate your business forward.

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Facebook naming convention

5 min
Advertising
Written by Nikola on

What is the naming convention in regard to advertising? To make it simple, it’s the way you name your campaigns, ad sets, and ads in order to make it easy to understand to everyone who works on the project. In this blog post, we will dive deeper into the world of naming convention. You will learn how to properly name campaigns, ad sets, and ads so you can navigate through your ads manager with ease.

The campaign, ad set, and ad naming convention mainly depend on your company’s marketing practices, if you need to create a naming practice it could be something like an example.

Set some basic rules that will help you more easily manage your campaign in web analytics and social analytics.

Do not use default Facebook campaign names. Facebook always creates the same name per objective and you could end up with a mess such as a screenshot below, you only know the campaign objective from the name and nothing that differentiates one from another.

With Ad sets and ads you get the same result.

The same goes for ads.

Examples of bakery campaign naming conventions.

Bakery is running a campaign for large order donut sales with phone calls only.

The idea behind the campaign is to maximize larger volume orders and reduce excess production in order anticipation and therefore increase efficiency and profitability.

Products

  • Black chocolate donut with top and side image, total 1 product with 2 images
  • White chocolate donut with top and side image, total 1 product with 2 images

Centella media naming convention facebook funnel

Simplified rules:

  1. Do not use Facebook default names
  2. Use prefix if needed + short campaign description + all call to actions(if needed)
  3. Use prefix if needed + short adset description + call to action on ads per ad sets
  4. Use prefix if needed + short ad description + call to action per specified ad.

Suffix that is in this case call to action can be anything that is important or informative enough for you. If you are testing two calls to action in a campaign, add them in the campaign name so you know.

Examples on campaign level:

My bakery +  large order donut sale +  phone call / send msg

My bakery +  large order donut sale +  CTA test + phone call / send msg

Now you can differentiate campaigns you are running.

Examples on ad set level:

My bakery + White chocolate donut +  phone call

My bakery +  Black chocolate donut + send msg

Using Template

By clicking and creating templates you can speed up your process of naming campaigns, ad sets, and ads.

You can add components such as Campaigns fields with three options, open text field, or Custom field.

Ad set name template

Under the ad set name template, you get more options. Specifically, under ad set fields you can choose between 15 additional options.

Ad name template

Under the ad name template, you can find 5 fields with special ad fields with 9 additional options.

As you can see your campaign/ad set/ad names can be quite complex. But remember that the main point of naming is to get information from it. The level of details is up to you and your newly set rules regarding the naming convention.

Best practices have shown that naming the campaigns, ad sets, and ads in a way that is easily understandable gives the best results, especially if there are more people working together in teams. In those cases, the naming convention is essential to maintain high efficiency.

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Ultimate Facebook business page guide and checklist in 2022

35 min
Social Media
Written by Nikola on

A company’s Facebook business page is one of the most important tools for your digital marketing strategies to reach out to your potential customers. It allows you to interact with current and future clients in real-time and present your business in a professional manner.

This guide covers all the necessary steps for creating a professional business page account google sheet with a checklist for easier implementation and planning.

How to access your Facebook business page after you created it?

You can access it via Facebook Business suite or through your personal Facebook page by clicking on the name of it.

Step 1 – Click on your business Facebook page.

Step 2 – click on the settings

Basic business page structure:

The basic structure of the business page you need to cover.

General segment

This section covers general information and page restrictions you may want to implement on your business page. We will cover each section and include tips where we see necessary.

Page Visibility:

It offers 2 options, just be sure everything is set up correctly before publishing:

-Page published

-Page unpublished

Visitor Posts

Option 1: Allow photos and video posts

Are you allowing visitors to post anything to your page? As the fundamental rule of Facebook is engagement, it should be on in most cases for photos and video.

Option 2: Review posts by other people before they are published to the page.

If you want a more granular approach you can review posts before they are published on your site. It is useful when you are working with sensitive content that needs to be moderated to a higher degree such as youth content or socially sensitive content.

Option 3: Disable posts by other people on the page

Disable only if you know and are absolutely sure that content people will post will not add any significant value to your page.

News Feed Audience and Visibility for Posts

This option allows you to target the audience by selecting an interest, gender, age, location, and language. It is a useful option if you have a large page where you can segment your audience and better coordinate content push and in return get higher engagement.

Auto-Generated Captions

There are 3 options under Auto-generated options,

It is recommended to have captions for videos that are not self-explanatory, since users cannot always watch videos with sound.

1. Option of fully auto-generation

Use in best case when you do not have time for post-production of video, or you do not know how to add a custom-crafted caption. ​Automated captions are available only in English for advertisers in the United States and Canada, and can only be used on Facebook and Instagram.

2. Option is auto-generation with review and edit

The best option for fast and easy caption implementation.

3. Option Do not auto-generate captions

Post and Story Sharing

Allow people to share your story and post. This method extends reach and engagement as people do not share content they do not like.

Messages

Facebook is an interactive two-way platform for communication with users and clients via posts, messages, or ads. This should be on by definition.

Tagging Ability

Tagging photos or videos from users is beneficial. By tagging their photos while using a company product or service, users allow the company to better understand how the product or service is used or notify them of problems they encounter while using the product or service.

Country Restrictions

Restrict page access per country. There are two options:

Option 1: Only show this Page to viewers in these countries, select countries.

Option 2: Hide this Page from viewers in these countries, select countries.

 

Age Restrictions

For the underage restriction, you can choose several settings, Age restriction should be set according to your country’s laws and Facebook terms of use.

Page Moderation:

Under page moderation, you choose a list of words, phrases, or emojis you want to hide from your page. This option should be used when you are dealing with sensitive content and you expect polarised engagement between users. The maximum number of blocked words is 1000 per page in any language, word variation will be excluded automatically.

Other options are:

Option 1: Variations of keywords that use numbers, symbols, or different spellings are automatically hidden. Learn more

Option 2: Hidden comments with these words remain visible to the people who wrote them and their friends. For everyone else, they’re no longer visible.

Option 3: add words manually

Option 4: add words via CSV file.

Profanity filter

Automated filter that filters commonly reported offensive words.

You can learn more on the link: https://www.facebook.com/help/131671940241729

Similar Page Suggestions

Turn on to get suggestions to people who are searching or might be interested in your page.

Page Updates

We are personally not a fan of this option, as it updates each change directly to feed and can clutter your timeline. All important updates should be presented via posts that best represent that information.

Post in Multiple Languages

This option should be turned on and used under this condition:

-You have one page and your audience is multilingual and you do not have the option of creating a page for each country or language. Translating post text, phrases and meaning is a difficult job in languages you do not intimately know and requires additional resources to be effective and correct.

Translate Automatically

Can be used as people are already used in imperfect AI translations and can choose to have an original post instead. If you can use a professional translator in your native language, use them instead.


Comment Ranking

Turn this option on, as Facebook is pretty good at determining relevant and engaging comments.

Content Distribution

You can block video downloading from Facebook if you want to. Video downloading is blocked by default on mobile.

Download Page

You can download your entire page including posts, photos, video, and page info if you need it.

Merge Pages

You can merge pages if you have similar pages and you want to combine them into one page.

An option can be useful in situations when two pages are not differentiated enough and will confuse users in their actions.

Remove Pages to

Remove the page from the system after 14 days. This action is permanent. Use cautiously and only when you are 100% sure your page has run its course.

Messaging

General Settings

-Use the Return key to send messages

This option can be turned off to reduce the chance of sending unfinished messages by accident.

Starting a Messenger Conversation

-Show a greeting

This options should be always on and you should customize greetings according to your company needs. It should always include customer names as it is a form of personalization.

Your Messenger URL

Direct link to your inbox, you can use it in emails, SMS, or any other channel. Simply copy and paste.

Add Messenger to your website

Ability to add a direct link from your website to your Facebook inbox. People access it by simply clicking on it and interacting with you. It requires a little bit of coding proficiency. Implementation is outside of this guide scope and we advise you to consult your developer regarding implementation.

Set up automated responses

Great option to automate and predefined questions your customer may ask and therefore reduce chance of non interaction after opening messenger.

Instant Reply

The instant reply should be sent on Messenger and Instagram and Message should be customized according to your company needs.

Away Message

Use on both platforms, set timing after working hours.

If you receive messages after working hours automated system will notify customers that you are currently unavailable or any other information you decided to communicate via away message.

Frequently asked questions

Under FAQ set questions and responses you know customers often ask and reduce needed time to respond and increase your business efficiency.

Job Application Received

Use it if you are willing to accept Job application via messenger.

Appointment reminder

Great option for small business to remind their customer about their appointment.

Show who’s sending messages on behalf of your Page

Tell people who’s responding to them in Messenger on behalf of your Page. People can choose how their name appears.

Page Info

Under page info you should populate information regarding you company:

-Name

-Username

-Description

-Categories(ones that best represent your company)

-Contact

-Email

-Website

-Location – under location you have several option such as:

If you are only online service only or you do not want customer visiting your street address than uncheck options:

Customer visit my business at my street address.

Does your page have a physical location that customer can visit?

Yes if you have physical store for more foot traffic.

Does your page travel to its customers?

Yes If you are travelling service, then check.

Can customers buy your goods or services online?

Yes if you have webshop

Service Area

Define range of your service area to your customer by simply adding up to ten neighborhoods, cities or region.

Hours

Under hours add your working hours to better inform your customer.

There are four options:

No Hours Available

Visitors won’t see business hours on this Page

Always open

e.g. parks, beaches, streets

Permanently closed

This business has permanently closed

Open on selected hours

Input your own hours

Temporary Service Changes

Open With Service Changes

This business has new or changed services (e.g. pickup, delivery, online service, etc.)

Use for all essential service changes.

Temporarily Closed

This business isn’t currently open but will open again in the future.( Can be checked if you are for example renovating)

Operating as Usual

This business doesn’t have any temporary service changes.

Choose an option to indicate how your services have changed due to coronavirus (COVID-19).

More

Under more, you can add additional information in 4 segments.

Privacy policy

If you are processing any kind of personal data you should link or describe your privacy policy. It is often required by law. Consult with your data privacy company.

Template and Tabs

Templates and tabs define your Facebook page look, you can choose between several templates or you can customize it according to your need.

Templates you can use are.

Services

Designed to help people find your services and get in touch.

Buttons on toolbar

Like, Follow, Share, Save

Business

Designed to help you manage your business, including ways to post jobs and special offers.

Buttons on toolbar

Like, Follow, Share, Save

Tabs

Your Services, Shop tabs will be hidden. The order of your tabs will change.

Venues

Designed so you can highlight useful info like your venue’s hours, location and upcoming events.

Buttons on toolbar

Like, Follow, Share, Save

Tabs

Your Services, Shop tabs will be hidden. The order of your tabs will change.

Nonprofit

Designed to highlight your cause and encourage people to fundraise and donate to your nonprofit.

Buttons on toolbar

Like, Follow, Share, Save

Tabs

Your Services, Shop tabs will be hidden. The order of your tabs will change.

Politicians

Designed to help politicians reach their supporters and communicate their message.

Buttons on toolbar

Like, Follow, Share, Save

Tabs

Your Services, Reviews, Shop, Jobs tabs will be hidden. The order of your tabs will change.

Public Figures

Designed to help public figures reach their supporters and communicate their message.

Buttons on toolbar

Like, Follow, Share, Save

Tabs

Your Services, Reviews, Shop, Jobs tabs will be hidden. The order of your tabs will change.

Restaurants & Cafes

Designed to highlight photos and important info about your menu, hours, and location.

Primary button

Your primary button will change to Get Directions.

Buttons on toolbar

Like, Follow, Share, Save

Tabs

Your Services, Shop tabs will be hidden. The order of your tabs will change.

Shopping

Designed to showcase products and make it easy for people to shop online.

Buttons on toolbar

Like, Follow, Share, Save

Tabs

Your Services tab will be hidden. The order of your tabs will change.

Video Page

Designed to showcase video content on your page.

Buttons on toolbar

Follow, Like, Share, Save

Tabs

The Live tab will be visible, and your Services, Reviews, Jobs tabs will be hidden. The order of your tabs will change.

Standard

Good for all Page types, with buttons and tabs to help showcase what’s important to you.

Buttons on toolbar

Like, Follow, Share, Save

Tabs

Your Services, Shop, Jobs tabs will be hidden. The order of your tabs will change.

Tabs

Click and drag to rearrange tab order. tab order also determines the order how people see sections at the top of your Page.

Notifications

Under notification segment we have number of customisable options, you can explore list under.

You can turn off all notifications or limit the number of notifications you receive per day.

Page interactions

These are notifications you receive when people interact with your Page.

Receive notifications for

We can group notifications under 2 groups:

Essential (messages)

Non Essential (All others)

We consider messages essential notification in business and only notification that must be on at all times. All other notifications are useful but they do not require immediate attention.

Advanced Messaging

Advanced messaging settings where you can implement additional automation and bots.

We will make a short cover of this segment to allow you to understand what you can do. This is an extensive topic and falls out of scope of this guide.

Overview:

General Settings

Connected Apps

Apps that are connected to your page and have certain permissions and access to your data.

For more information regarding configuration of hardware Protocol check documentation on:

https://developers.facebook.com/docs/messenger-platform/handover-protocol/

Whitelisted domains

Third-party domains that are accessible in the Messenger webview for use with the Messenger Extensions SDK(software developer kit), and for Messenger plugins.

Requested Features

Additional features you can request from Facebook messenger team and include:

One-Time Notification

This allows your Page to send one message to people in Messenger that may fall outside of the 24-hour messaging window. Only people who have chosen to receive each one-time notification will receive one.

Info About People

This allows business integrations connected to your Page to access specific info such as gender, language locale, and time zone about the people that send you messages.

Gender (The gender of people who message your Page)

Language Locale (The language locale of people who message your Page)

Time Zone (The time zone of people who message your Page)

High-Volume Messages

If your Page sends too many messages in Messenger in a short time period, or is constantly sending or receiving messages in a large number of conversations at the same time, your Page will lose access to Inbox. Your Page should then begin managing messages through the platform APIs.

Feature Availability

Notification in availability that has been reduced by GDRP laws.

Page Roles

Page roles allows you to designate roles to your employee with certain limitations that allow you to protect you facebook page asset.

Admin Role:

Can manage all aspects of the page, publish and send Messenger messages as the Page, respond to and delete comments, post from Instagram to Facebook, create ads, see who created a post or comment, view insights, and assign additional page roles. If an Instagram account is connected to your Facebook page, the admin can post from Facebook to Instagram, respond and delete comments, send direct messages to other accounts and most importantly delete your page.

Editor Role:

Can publish content and send Messenger messages as the Page, respond to and delete comments on the Page, create ads, see who created a post or comment, post from Instagram to Facebook, and view insights. If an Instagram account is connected to the Page, they can post to Instagram from Facebook, respond to and delete comments, send Direct messages, sync business contact info and create ads.

Moderator Role:

Can send Messenger messages as the Page, respond to and delete comments on the Page, create ads, see who created a post or comment, and view insights. If an Instagram account is connected to the Page, they can respond to Instagram comments, send direct messages, and create ads.

Advertiser Role:

Can create ads, see who created a post or comment, and view insights. If an Instagram account is connected to the Page, they can create ads.

Analyst Role:

Can see which admin created a post or comment and view insights.

Custom Role:

These roles are specifically created per company needs when default cannot be used due to permission segmentation and limitation.

People and other Pages

Under this section you can check people and companies that liked or followed your company facebook page, ban people from pages or block people from messenger.

Issue, Electoral or Political Ads

To run Electoral or Political ads, you are required to get approval and accept and follow additional terms of use for these sensitive ads.

Ad limit

This ad limitation was imposed by facebook. Limit is set up to 250 ads per ad account.

Branded content

Branded content is content created by a publisher or content creator in exchange for service, products or other monetary value. Creators and publishers must tag a business partner’s Page when posting branded or influenced content.

  • Creators include celebrities, influencers or public figures
  • Publishers are media companies and entities that post branded content.
  • Business partners may include brands, advertisers, marketers or sponsors that sponsor branded content.

We can divide branded content per facebook and instagram platform.

Branded content on Facebook can be used with these types of formats:

  • Photos
  • Videos
  • Links
  • Text
  • Live broadcasts
  • Carousels
  • Stories

Branded content that is not allowed in the post is dictated by Facebook branded content policies that can be found: https://www.facebook.com/business/help/1190980254246452

Information for branded content on Instagram can be found on this link: https://help.instagram.com/116947042301556

Instagram

Under instagram section you can add and connect your business instagram profile with your business facebook page and review additional information.

Whatsapp

Under Whatsapp section you can add your number to easily connect with your audience via page button or ads.

Featured

Place where you can check what pages did you liked with your page.

Crossposting

Crossposting allows you and another Page to post videos on each other’s behalf.

Crossposting can only happen between Pages that have added each other. You control which videos are eligible to be crossposted. When a Page crossposts your videos, they will also be able to view video insights for their posts.

You can add Pages or remove them.

Page support inbox

Under Page support inbox you can access reports you created and check for possible violations.

Page management History

Place where you can check all changes that people that have access to your page made.

With filters you can choose filtering by:

All actions: page info, page roles or group,

By name of page manager

By time: Newest or old

Activity Log

In the activity log you can check details of all changes occurred on your page during time.

You can filter by: Activity log, Profiles, Photos, Video, Spam, Post, Comments, Others posts to your timeline, Notes, Events, Groups, Other records.

This guide can be used over and over again when you have to change something on the page and you either don’t know where to find that feature or when you’re setting up a new page for yourself or your client. This is a walkthrough guide that will ensure you did all the right steps to correctly set up your Facebook page and everything connected to it.

 

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How to get the most out of the customer reviews with an Airtable system

10 min
Community Management
Written by Lovre Spralja on

Reviews are all around us, they impact our behavior, they impact our decisions. You can find it everywhere and it’s sometimes hard to keep track of what’s being said about your business. It’s time to learn how to get the most out of it.

“About 95% of customers read reviews before making a purchase.“

How to approach all these reviews, where to even start?

Why are customer reviews even that important to us as a business?

Many people believe that customer reviews are important only to our customers who make decisions based on experiences shared by others who used the product or service. However, customer reviews can help businesses a lot, in many different ways.
We will go through the benefits that customer reviews bring to our business.

Find out what customers think about your products

– This one is fairly obvious and something that should come to mind first. However, it’s often overlooked. Going through reviews can help you see what products are popular, what features your customers like, and what features they dislike. It’s also great feedback that tells you how to improve your product or service. We often can’t look at our product or service objectively, we are emotionally attached to it and customer reviews are there to be a reality check.

Use reviews to write trustworthy claims

– People believe other people more than they trust a business that talks about themselves.

“76% of consumers are more likely to trust content shared by their peers rather than content shared by brands.”

Use this data to your advantage. Present your features or something you would like your customers to know in a way where it’s described with a user-generated review.

Write your copy and product description using the voice of your customers

– Similar to the previous point, you can write the entire copy of your website or whole product description with words or phrases used by your customers.

Find the phrases that your customers use

when they talk about your products. How can that help you? Your products usually apply to groups with similar characteristics, and they are using specific language or phrases to express their needs. They are also the ones who used the products for some time and they know what they liked or what they didn’t like. Use that to your favor and talk their language, show them that you understand them and their needs.

This is how we used user reviews to create copy for our client’s website.

This is an example of a review that was very useful to us. It described customer experience and told us what’s really important to them. It’s the nice terrace/patio covered with wine arbor, its location – shaded area, and quick and attentive staff.

We used that information along with information from other reviews to create paragraphs describing the restaurant.
This is what it looks like:

How to keep track of all the reviews that are coming

This part of the process is essential to get the most out of customer reviews. We all know that reviews can come through all kinds of channels, social media, Tripadvisor, Amazon, etc. The first step is always to identify the source of where your reviews are coming from. Once you know that, it’s time to store them in a way where you can easily approach them whenever you need them. It’s also important that you can filter all that data because once you have thousands of reviews, you can’t just waste time scrolling through them to find something specific.

That’s when Airtable comes in handy. If you never heard of it before, it’s software used to create bases with a lot of features, plugins, and other solutions. It has a great free version that can suit pretty much all your needs, and it has the paid version that offers even more but that’s a different topic.

This is the Airtable system modified to store reviews in a way where you can easily find out everything that was said.

Let’s start with the basics and what do we have here and why.
This is the whole base that you will be able to download and use, it’s located at the bottom of this blog.
This table inside of the Customer Care base has the following columns.
Name of the record – Enables you to easily keep track of reviews by using a numbered list
Review link – It allows you to quickly find the origin of the review and to quickly access it. Not all review sites allow copying a link to a specific review.
Review text – Full text of the review
Review answer – Full answer to a review (if you answered review)
Month of the visit – Displays month in which review was posted
Season – Displays year in which review was posted
Rating – Displays the numerical rating of the review, or in the case of some platforms it’s just Recommended or De-Recommended
Arising issue – This allows you to select if there was an issue or not in customer experience
Issued keyword – Place where you type in the keywords for the issue if there was one
Positive stuff – Select positive things that the customer wrote in the review
Reviewer rating – Takes into consideration the experience of the reviewer, how often he leaves reviews. You can modify it however you want. For example, below 5 reviews = 1 star, between 6 and 15 reviews = 2 stars, 16 to 25 reviews = 3 stars, 26 to 50 = 4 stars, more than 50 reviews = 5 stars
Approved – Place where you select if the review answer is good to go online. This is used when you work in teams where the supervisor has to approve the text that goes online.
Completed – Check this field when the review is answered and when all the fields are completed.
Platform – Select the platform where the review was posted

If you need more options, you can always add new columns and customize them however you want. This is how you do it.

You can also modify every existing field and create a base that suits your needs. To do that, click the small arrow next to a column name and you will get a dropdown menu with an option to customize field type.

To find more technical details about editing fields visit the official support page of Airtable where everything is well explained.
You can find it by clicking here

How to group fields in the Customer care database?

For needs that we have, we decided that grouping reviews by year and by the platform where the review came from are enough. You can always add more fields to group your view.
It’s possible to do it in a few ways. You can either enter the dropdown menu the same way we show you earlier and then select “group by this field” or you can select the tab Group above the base and select which fields you want to group table by.

We finished setting up the technical stuff about the base, now let’s get to the part that will teach you how to get the most out of the customer reviews

Imagine a situation where you have thousands of reviews and you want to find out what are things your customers love, what they don’t like or had issues with. This base gives you the ability to do just that.
Let’s start with example number 1. Finding the reviews with possible issues. All you have to do is to select the filter tab, press Add condition, select Arising issue and then select a possible issue.

This filter will list out all reviews that were marked with a possible issue marking. That will allow you to go through all of those reviews and to notice if there are things that repeat often.

You can repeat the process for any field, you can add more conditions to filter the table in a way you find suitable in certain situations. This way of storing and monitoring the customer reviews can also give you a great insight into how your service is evolving through the years, are you doing the same mistakes, did you improve as time went by, are your new products have flaws or not. It’s all in here and you can find it out in a matter of seconds.

Customer care base template – Get it and start using it

We are giving you the customer care base template so you can use it. We know how much it helps businesses and how hard can it be till you find the right solution to store all that data.
If you have any additional questions about it, you can always contact us by sending an e-mail or contacting us through our social media channels.

You can access the base by clicking here.

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