As we began exploring in our last social trends blog, the social media landscape is changing, and brands need to keep up in order to meet customer expectations.
If you haven’t read the first blog, I suggest you hop on over to get a sense of the first three trends we’re predicting this year. Otherwise, continue reading as we discover the next three opportunities for your business.
4. Trending up: Emerging platforms
While many people have Facebook and YouTube fatigue, other platforms are offering alternative experiences for consumers and marketers.
- Messenger apps WhatsApp, WeChat, and Facebook Messenger will continue to lead the way on private, one-to-one, or group conversations, with brands acting as service providers instead of broadcasters.
- TikTok and Snapchat will likely continue to set social media content trends for consumers, while brands search for the best way to fit in.
- LinkedIn and Twitter will continue to offer unique alternatives to Facebook and YouTube’s tired algorithms by giving consumers more of the content they want in real time.
It’s important for brands to remember that not every social media platform is going to be the right fit, and you don’t need to be everywhere. Instead, focus on the emerging platforms that are resonating with your customers most and then build your strategy accordingly.
What’s next for WhatsApp
To learn more about what marketers should know about the new WhatsApp status ads, check out our recent blog article.
5. Trending up: Advanced customer care
While employing customer service on social media platforms isn’t new, it’s more important than ever for marketers and brands to increase the level and timeliness of their service. While this can be time consuming, brand reputation on traditional social platforms (Facebook, Twitter, Instagram), and review platforms (Yelp, Google) can truly impact sales, customer preference, and overall engagement.
Chatbots are a great way to scale a lot of simple communications, but real people finding solutions is preferred from a customer experience standpoint.
We predict that marketers and brands will spend more time on customer service and reputation management in 2020.
Social customer care
Customer satisfaction doesn’t just come from resolving issues. Learn how DEG’s Social Customer Care solution allows brands to combat problems and better engage with a high volume of social conversations.
6. Trending up: Emerging technology
Augmented reality (AR) and virtual reality (VR) aren’t new technologies. But marketers are using the tools more frequently and becoming savvier with how they’re utilized by brands.
Facebook Oculus has now deployed Horizon, “an ever-expanding VR world where you can explore, play, and create in extraordinary ways.” Snapchat and Instagram have emerging AR technology for stories and filters. Smart marketers should be thinking about how to use AR/VR in everyday situations that relate back to your brand.
Take the infamous AR Jordan shoe release, for example. Nike partnered with Snapchat to create a dream AR filter for sneakerheads that led to an in-person experience with one-hour Jordan 3 new-order fulfillment.
The bottom line: If done right, AR and VR experiences can bring social to life.
37% of consumers who use social media to complain or question brands expect to get a response in under 30 minutes. Source: Smart Insights
Download the full report
These top trends are just a glimpse of what we’re predicting will be hot or not in 2020. Check out our full trends report by downloading a free copy today and get started on your next quarter’s social strategy.