Greetings, dear visitors of the start-luck blog. Administering VKontakte is not such an easy task and therefore we often turn to friends, acquaintances or colleagues for help. In general, it is a rare case when a public is run by only one person.
If this is a business community dedicated, for example, to a restaurant or bar brand, then you need to publish photos “at the machine.” If they are first sent to you by email or correspondence, and then you post them, then a lot of time is wasted. When a person immediately makes a deferred post, it saves time.
Therefore, today I will tell you about how to add a leader to a group in contact from a computer or phone, what “roles” exist and how not to give an outsider too much power.
Shall we get started?
For all problems with login, website, page (except votes, payments, VK Pay)
From a computer, laptop, tablet
To contact the VKontakte support service (VK agents) and get help, open this page: Help on the VKontakte website (opens in a new window).
You will see an input line, inside which there is a hint: “Enter your question.” Start typing your question or problem description there.
As you enter this, existing answers to similar questions will appear just below - you can see them right away. Choose the answer that matches your problem. Click on it, it will tell you what to do. If the answer involves contacting support, then there will be a blue button below to contact there. You can send a support request, and a live employee will answer it, but you will have to wait for a response. They will tell you the waiting period - for example, 38 hours. This is approximate! Agree? Click “Ask a question”, describe the problem briefly but clearly, and click “Submit”.
After this, wait for a response, but not earlier than indicated.
If you can’t find how to ask a question in support, try typing the words write to us - the phrase “If you couldn’t find the article you were looking for, write to us” will appear - click on “write to us” and then “Ask a question”.
To contact official VK support directly, bypassing the suggested answers and solutions to problems, you can use this link: New question. Please note again: you will have to wait a long time for an answer, and in 95% of cases the solution is already here: Ready-made solutions to VK problems - just find it and read it.
From your phone, through a mobile application on Android, iPhone
- Fifth button on the bottom row.
- Once again it’s the same (or the menu button at the top right).
- Help.
- Choose a question topic.
- Choose one of the ready-made answers that is closest to your problem.
- Scroll to the end.
- If the answer involves contacting support, at the end there will be a Write to Support button - click on it.
- A “New Question” will open. Fill in the Essence of the problem (a few words, as briefly as possible) and More details about the problem.
- Attach files (photos, pictures), if necessary. There are buttons for this just below.
- Click on the checkmark at the top right or Create to submit a question.
You will always find the question asked in the “Help - My Questions” section. The answer will appear there.
If you can't access the page
Previously, on VKontakte you could contact support if you did not have access to your page. Now you can only send a request to restore access to the page. To do this, you need to do the following:
- Open the website vk.com and in the data entry section click “Forgot your password?».
- Next, enter your phone number, otherwise press the “Click here».
- Next, enter the last name that is used on the VKontakte page.
- We confirm that this is our page.
- Next, we will use the form to restore access to the page.
- Here we enter our data and follow the steps.
That's all for us, now you know how to write to VK support. We hope that our article was useful to you. Thank you for your attention!
For problems with votes, payments, VK Pay
From a computer, laptop, tablet
Open this page: Help with VKontakte votes and payments (opens in a new window). The link may not open in the mobile application; you need to do it through a browser.
All answers from the support service appear here: My questions and answers from VKontakte support (opens in a new window).
From your phone, through a mobile application on Android, iPhone
- Fifth button on the bottom row.
- VK Pay.
- Settings (gear button).
- Help.
- Choose one of the ready-made answers that is closest to your problem.
- Scroll to the end.
- If it doesn't help, click This doesn't solve my problem.
- Click I still have questions.
- A “New Question” will open. Fill in the Essence of the problem (a few words, as briefly as possible) and More details about the problem.
- Attach files (photos, pictures), if necessary.
- Click the checkbox or Create or at the top right.
You can always find your support question in the “Help - My Questions” section. The answer will appear there.
How to change the owner of a group in VKontakte
Are you tired of leading a VK group and want to give it to another person? Are you developing a new project, but for the old one you want to appoint another person as the leader? You don’t want to use your personal profile for work, and you need to change yourself to yourself in the administrators? All these thoughts come down to the question: how to change the owner of a VKontakte group? We know the answer to this.
Theory
Management rights can be transferred to someone else if you are the creator/owner of the community. Before performing the procedure, a social network member must be designated as a group administrator.
Important! By transferring the community to someone else’s management, you lose this opportunity: you can’t manage it together. You will not be able to influence the administrative staff, change the status of the page from private to public and back, or resolve anything with support agents if problems arise.
The right to return the group remains for two weeks after the transfer of power. Then you will no longer have any proprietary rights to the community. You may be deleted and access to the materials blocked; nothing can be done about it.
Conditions under which a change of owner is possible:
- you are a community creator;
- the group has less than 100,000 subscribers;
- the owner has not changed for at least two weeks;
- there has been no activity in the recent past regarding changes to the real owner's profile that the social network would consider suspicious.
Practice
Let's look at how to give and return rights if necessary.
We give away the rights
- Go to “Community Management”
- Click on “Participants” and select “Leaders” there.
- We find the administrator to whom we plan to transfer rights. Under your name and position, click “Edit”.
- We check that he is really in the position of Administrator. Scroll to the end and click “Set as owner”.
- A warning about the rights change will appear. You can click “Back” and cancel everything. We can continue.
- To confirm the action, enter either the password for your page or the code sent to your phone.
- After this, a message will pop up: “Community owner has been successfully changed.” The new owner can check his status in the list of Managers. The former gets the administrator role.
We return the rights
After the transfer of rights, there are two weeks for reflection and a trial period for the new owner. If something goes wrong, the rights can be returned. The notice of transfer of rights has a “Return Community” button. You need to press it once, and then a second time in the pop-up window.
Attention! In VK it is prohibited to: sell communities and dramatically change their theme. Changing the subject will result in blocking. Inform the new owner about this and remember yourself if you were appointed.
All actions related to the transfer of rights are your responsibility, not the VK administration, and no matter how negative the consequences turned out to be.
vkbaron.ru
Why doesn't VKontakte support respond? Why is there no answer? When will they answer me? How much to wait?
When you contact support, they show you approximately how long to wait for a response. Let's say waiting two days for an answer is normal. Maybe they will answer quickly, or maybe not - it’s impossible to say for sure. After all, the support service has a heavy workload.
But even if they wrote to you that you need to wait for an answer (for example) 17 hours, and there is no answer, although this time has passed, it is too early to panic. This is the approximate response time, which was calculated by the system based on how much support managed to respond at that time. But no one knows for sure how it will actually turn out. It can be 17, 18, or 34 hours.
Why doesn't support respond at all? In fact, this happens very rarely. More often there is a different situation: you only think that you have applied there, but in fact you just wrote a comment somewhere on the Internet. Naturally, in this case you will not get any answer. Therefore, you need to carefully read the instructions and understand where VKontakte support actually is and where to write.
Culture of communication with subscribers
Quite a lot of material has been written about how to communicate with subscribers, answer questions, accept orders and respond to negativity. But I would like to focus on what we wrote about in the last article: posts with comments are ranked better in the feed. So we recommend provoking discussions where appropriate, in addition, the sociability of the group’s administration will indicate the company’s friendliness, sincerity and care for its clients.
Be sincerely interested
At the end of posts, it is always recommended to ask something, so that people start answering in the comments and start a discussion. But you also need to ask correctly: it is important to show sincerity and interest, formulate an open question and tie it to the topic of the post. You can put two opinions together and ask them to support one of them, raise a hot topic and ask subscribers for their opinions.
The question about the topic of the post from a travel blogger seems sincere
1171 comments under the post with the question “Do you remember your worst sex?”
Scripts are not very good
Scripts are written so that all users receive a quick response from the company. But subscribers always understand that they were answered with a script; they may consider this a routine unsubscribe and indifference. It is always better to understand the problem and respond directly.
Sometimes the selection of scripts goes wrong and it turns out funny
Do not confuse scripted responses with auto messages. Subscribing to a group on a social network usually means silent observation. But you can thank your new subscriber in a personal message, and he will be much more willing to read your posts. If you are actively promoting your accounts on social networks, there can be hundreds and thousands of subscriptions per day. To pay attention to each new subscriber, auto message services will be useful. For Direct on Instagram, there is a convenient service called Zengram (https://zengram.ru/), which, in addition to great opportunities for promoting your account and Insta analytics, has the function of creating auto message templates. Read more in the article on their website.
Remember to be polite
It would seem obvious, but in many accounts questions from subscribers are answered in monosyllables and briefly. This does not develop a conversation, does not create goodwill, and does not sell a product or service. In response, you can always add additional information: store opening hours, address, and so on:
No:
— How much does the set cost? —3200 rubles
Yes:
— How much does the set cost? - Good day! This set costs 3,200 rubles and can be purchased at 4, Kosmeticheskaya St. Come see us, we're open until eight!
The potential client himself asked to write about delivery in response to a dry phrase
Continue the conversation
Remember that more comments are better, so we continue the conversation, ask clarifying questions, and ask for the opinions and personal experiences of subscribers. The company that communicates with its customers and forms a community of like-minded people will be more strongly imprinted in the memory.
The group administrator asks questions to continue the conversation
Involve users in conversation, answer their remarks, even if there are no questions for you. Show that the person has been heard.
VietCafe responds to a tweet, collects likes for an interesting tweet and a reply with a joke
Thank you for the praise
Thank you for your pleasant reviews and kind words. This encourages other users to write reviews, they see that their opinion is important and comments are regularly reviewed.
Pizza thanked you for the good review
Chat from your personal account
Apologizing and thanking on behalf of the group is better, but engaging in conversations on behalf of the group works worse: it may seem strange to communicate and exchange opinions with accounts of the entire community. A conversation with a specific person, even with a company representative, is perceived differently if he communicates in a normal style, without prepared phrases. You can respond from a personal account or create a representative account with a human name and respond from it. To make it clear that you belong to the company, you can be listed in the contacts and indicate on what issues you can be contacted.
Block of contacts in a group
Involve users in the discussion, be sincerely interested in their opinion, answer in detail, always thank for praise and deal with negativity. It is inevitable, it is impossible to work for a long time and never cause customer dissatisfaction. Everyone can make mistakes, negative comments are not bad if you handle them wisely.
Where to look for answers to common questions
To make life easier for support, there is a special section that is somewhat reminiscent of an FAQ. There you will find answers to the most popular questions, the appearance of which does not require the help of a specialist. Therefore, before writing to the administrator in technical support, study this section - perhaps the answer is already there.
By the way, to find your questions and track the answers received, you need to go to the “Help” section and select “My questions”. There are both archived ones and new ones that were set recently.
Looking for FAQ from a computer
In order to get into the FAQ, you need:
- access the full version of the site from your computer;
- Click on the avatar in the upper right corner;
- select "Help".
We will be redirected to the main page with questions that already have answers. Another simple way: follow the link: vk.com/support?act=home.
All that remains is to enter the question you are interested in (it will appear in the search bar) or view the entire available list:
For convenience, all information is divided into categories:
Each answer has two buttons:
- This solves my problem;
- This doesn't solve my problem;
They are used more for collecting statistics than for any benefit to the average user.
From a mobile phone
Finding the answer to a question is just as easy on your phone as it is on your computer. To do this you need:
- go to the application on your smartphone;
- go to the personal profile tab (rightmost) and click on the three horizontal bars at the top right;
- press help.
Here we can enter a question to find the answer or scroll below, where ready-made questions are located, divided into categories.
Working with negativity
Always answer
The only thing worse than negative comments are ignored negative comments. This is how the company shows that it does not take responsibility and does not want to resolve the situation. This means that if the company does not deliver the order, makes a mistake with the packaging, or delivers something damaged, then you will not be able to get an answer. Then it is better to turn to competitors.
There is only a response to one comment, negativity is ignored
Don't argue with negative people
If the user is offended by the company and considers himself right, then you will never prove him otherwise, even if the company is not objectively to blame. And if you still argue with him, then the client will leave with wounded pride, and therefore with negativity in your direction. And the whole ugly skirmish will remain in the comments, which are also read by other subscribers. Respond to complaints about the quality of work with concern and transfer the discussion to a personal meeting.
Danil, the manager of the cafe, entered the argument not very politely
It’s also better not to argue about abstract things, so as not to turn the audience against you. Say that you respect someone else’s point of view and write a different point of view with arguments.
No:
- You are sick, how can you throw raw meat into a dish?? there are bacteria there! ugh, disgusting! - You yourself are sick, actually this is such a recipe, don’t fiddle around - don’t write! Go eat your homeless packages!
Yes:
- You are sick, how can you throw raw meat into a dish?? there are bacteria there! ugh, disgusting! —Don’t worry, the raw meat is cut very thin, it is thrown into the boiling broth and immediately removed from the stove, so the meat arrives right on the plate. How do you usually prepare this dish?
Translate disputes into private messages
There are many jokes about transferring conflict to private messages, because usually additional data is needed for order processing and delivery services. But transferring to private messages or direct messages is really the best option for resolving the conflict, allowing you to resolve everything in dialogue without the intervention of curious subscribers, unnecessary disputes and lengthy clarifications of the circumstances.
Jokes on Twitter about transferring conflicts to DMs
Other subscribers will become spectators of your conflict and will not figure out who is right and who is wrong. They will simply remember that there were long arguments, negativity and an unpleasant aftertaste.
The bickering lasted for many comments
Therefore, transferring the conversation to private messages is the best option.
Pizza did not clarify details in the comments
Don't delete bad reviews
When a user writes a bad review, he is always interested in the reaction: either how management will solve the problem, or how they will apologize if it is too late to solve something. Deleting abusive comments and reviews will not help avoid negativity: a person will come to check the situation, not find a review and write five more, only now the rest of the subscribers will know that you are deleting comments. And besides, the user will go to third-party review sites, from where nothing can be removed.
Clients do not forgive deleted reviews
Cooperate with the customer service department
When a company screws up with an order, a simple apology is not enough. For late delivery, mixed up items, or stale ingredients, it has become the norm to give customers promotional codes or discounts on their next purchases. Therefore, it is better for the community administrator to have customer service managers or other specialists in touch who can resolve the issue of promotion.
The client was offered compensation for a negative experience
To communicate with subscribers on social networks, there are more than just comments and private messages, and all these feedback channels need to be monitored so as not to miss new requests. Let's see what functionality different social networks offer for communication and what services can make working with them easier.
In communicating with the audience, the main thing is care and gentle resolution of conflicts; this requires efficiency, communication with those responsible for rewarding consumers and the ability to avoid conflict. We recommend that you adhere to etiquette and simple politeness when communicating with subscribers, be sincerely interested in their opinion and not bother with spam.
To communicate with subscribers on social networks, there are more than just comments and private messages, and all these feedback channels need to be monitored so as not to miss new requests. In the next part of the series about SMM, we will look at what functionality different social networks offer for communication and what services can make working with them easier.
Previous parts of the series: SMM Basics. Part 1: Creating a commercial account SMM Basics. Part 2: Making a content plan using examples and templates
Brief description of the social network
VKontakte is a Russian social network created by Pavel Durov and which has also become popular in the CIS countries. The company's main office is located in St. Petersburg.
Users of the social network can exchange messages with friends and subscribers, send them photos, videos, files of various formats, postcards, share interesting publications, participate in communities, and play online.
Advantages of the service:
- convenient search for people according to specified parameters;
- the ability to publish photos and videos, information about yourself, place of study and work;
- listening to your favorite music;
- Availability of settings for editing the profile.
Regions of Russia
Ekaterinburg
Alexander Rusakov became the representative of VKontakte in Yekaterinburg.
Kazan
Kazan became the second city where the pilot project operates. Dilyara Makhiyanova became the representative here.
Nizhny Novgorod
Here Tatyana Markina became the representative of the Team.
