Why Facebook Reactions matter
Last week Facebook rolled out the long awaited “Facebook Reactions” feature for all their users. So, why would you care as a brand? Sentiment that is! The Facebook ‘Like’ gave one single type of sentiment indication towards a Facebook event or status, the person ‘liked’ it. For the majority of cases this works out fine, but what happens when a negative event happens ? When a person complains or grieves, that person does not want other people to ‘like’ their bad experience. Facebook ‘Reactions’ is a direct answer to this specific use case.
Facebook ‘Reactions’ is also an extension on how many users like to interact on Facebook. Users consume a lot of information on a high pace while scrolling down their Facebook timeline. Simple call-to-action possibilities to interact with the content keeps the timeline easy to navigate and handle. A simple “love” or “angry” reaction is for many people sufficient enough to express their opinion towards a status or event. With the new Facebook ‘Reactions’ there is now an extra sentiment dimension for those passive users.
How will Facebook ‘Reactions’ benefit your business? The new sentiment dimension helps you to monitor the sentiment of your existing and potential customers on your Facebook Page(s). Previously a customer had two options to express their sentiment towards a Post or comment. ‘Like’ a post if they approved the content or comment to express their emotion towards that content. As mentioned previously, many users prefer a quick action to express their sentiment about content instead of writing it down in a comment. As a brand with a Facebook page you will be able to gather more accurate sentiment on your content from users that else would withhold from writing any comment.
How will you as a SocialCee user benefit from this? We at SocialCee are eagerly awaiting the rolling out of the Facebook ‘Reactions’ support in the Facebook public API which we integrate with. With the roll out of this integration we will be able to feed all these Facebook reactions into the customer insights. Becuse not only the written expression of the user matters, also the hidden sentiment about any content of your Facebook page. When looking up the history of a particular Facebook User, you will be able to track a more accurate sentiment of that user that will help you understand your existing and potential customers in the future for a better customer service and more accurate marketing.
We at SocialCee are looking forward to the roll out this integration once available so we can improve our customer insights feature so you as a brand, can improve your marketing and customer service.