Recently, many companies have had to rethink how their social customer-care strategy impacts customer experience.It’s not enough anymore to just have a Facebook account for casual customer interactions.That’s especially true when your page and Messenger are suddenly a hotbed for active users to voice an issue or problem.
Companies can’t skirt around social media customer care by listing a phone number on their pages.Facebook users aren’t used to having to call a phone number to make themselves heard.It’s often easier to voice an issue or a problem on a page’s timeline or through Facebook Messenger.Users expect the same speedy response time from companies that they get from friends and family.
52% of those surveyed by The Manifest said that Facebook (of all social networks) had the greatest impact on their purchasing behaviour.A company’s Facebook business page plays a big part in that.
With Facebook’s huge growth, there’s now plenty of research to help agents provide great social customer service – both in private messages and on your public page.We’ve put together a tip sheet that clues you in to Facebook customer support.There are suggestions for:
- Helping customer service reps identify support questions posted on your Facebook page
- Utilising customer support and functionality features such as Page Insights, Chatbots and Facebook Messenger to improve response time
- Adding a social media support app or customer feedback tab to your Facebook account to optimise accessibility
Of course, you’ll still want to provide a customer service number on your Facebook business page to go beyond the tech presence.Sometimes Messenger doesn’t cut it and a phone call with a real person can’t be beaten.Go ahead and list contact information on your Facebook account.
