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Bing is launching a new feature specifically for local businesses to make it easier for customers to reach you at any time. With the new chat feature, users can click a link to “chat online with a representative” directly from the search engine.

After clicking the link, you are immediately connected to the business through their primary chat program. That could be a native chat service or other options like Facebook Messenger.

You can see what it looks below:

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In this case, Bing links to Facebook Messenger:

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The new feature makes it easier than ever for searchers to contact your business for questions and concerns. It also makes it more important than ever to make sure your business is taking advantage of online chat services to provide customer service.

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Twitter has introduced a new way for users to get in touch with your brand directly from your website with the Message button, as the company announced in a tweet today.

The button can be embedded on any website and allows anyone with a Twitter account to direct message you with just a single tap.

The button is stylistically what you would expect from Twitter’s other buttons and is very easy to set up. However, you should double-check your settings to make sure you can receive direct messages from everyone, not just your followers.

To add the new Message button to your site, just head over to the Twitter Publish page. Scroll down and select the Twitter Buttons option.

Image Source: Danny Goodwin/Search Engine Journal

Image Source: Danny Goodwin/Search Engine Journal

From here, select the Message button option.

Image Source: Danny Goodwin/Search Engine Journal

Image Source: Danny Goodwin/Search Engine Journal

Input your Twitter user name and user ID (found in the “Your Twitter Data” section), and finally click Preview. This generates a code you can paste anywhere you want on your website. You can even customize the button to autofill messages, hide usernames, or select a default language.

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Image Source: Danny Goodwin/Search Engine Journal

The new button is just one of several ways you can use Twitter to provide customer service, answer questions, and keep people excited about your brand. Add it to your site now to find out what your customers have to say.

Businesses are increasingly using Facebook to advertise their business to one of the largest audiences in the world, but a new survey suggests many businesses are forgetting social media is a two-way street.

According to a Sprout Social study, the majority of retailers are ignoring their customers’ requests on social media, a finding which is very troubling considering consumers are turning to social media to seek customer service and find information about businesses.

The statistics from the Sprout Social Q4 2015 index say retailers failed to respond to over 80 percent of consumer questions and requests on social media over the last year. Perhaps surprisingly, retailers were least likely to respond during the holiday shopping season. Throughout Q4 of 2014, only 16.35 percent of customer queries to retailers received any form of response.

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It is understandable that retailers are swamped during the holiday season, and may not have the extra man-power to closely watch social media. However, totally ignoring your customers on Facebook, Twitter, and other platforms can create a tidal wave of unhappy customers and lost potential buyers.

Retailers saw a 21-percent increase in inbound social media messages in the last quarter of 2014, but the majority of those went unanswered.

“Social media is an integral part of consumers’ daily lives and a critical communication channel for brands to engage in conversation with their customers during the holidays,” Sprout Social CMO Scott Brandt said in a release. “Whether answering a product question or confirming a customer’s gift order, brands have an opportunity to positively influence awareness, customer loyalty, positive sentiment and seasonal sales through social media engagement.”

One problem appears to be that retailers aren’t paying attention to where their customers are trying to reach them. In the past, Twitter has been the primary social media platform for customer service related questions and requests. However, Sprout Social’s study suggests a shift is occurring as more shoppers rely on Facebook to contact brands.

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It appears retailers haven’t picked up on the shift though, because the new statistics show retailers sent out 114 percent more messages on Twitter in the last six months.

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“It’s worth taking a deeper look at customer service on Facebook since it is generally where people are seeking answers from retailers,” said Brandt. “Bottom line: You should be able to improve your response rates and times if you understand where people are reaching out to your brand in the greatest numbers.”

For more interesting findings from the study, download the full Spout Social Index for free here.