Customer Service Through Facebook
A survey conducted by enterprise feedback management solutions provider Markettools polled 331 companies with annual revenue of more than $10 million. The study found that nearly one in four – 23 percent – of companies are providing customer service and support via Facebook.
AllFacebook reports that the Markettools study also found:
- Thirty-four percent of company executives polled said they were aware that customers use social media to comment on or complain about products and services.
- However, among these 34 percent, only one quarter of these executives indicated that their companies always respond to the complaints.
- 33 percent of respondents said companies are better focused on using social media as a channel to capture customer feedback compared with the same time in 2010.
- Of all the company departments that touch social media, public relations was the most active (44 percent). Next was corporate marketing at 42 percent and product marketing and customer service and support tied for third place with 34 percent each.
- 68 percent of the companies surveyed had active presences in social media, with Facebook topping those at 48 percent, Twitter next with 17 percent, and company blogs at 17 percent.
- Only 22 percent of chief executive officers regularly use social media themselves on their companies’ behalves, however. But when they do, they do it most via Facebook (68 percent), followed by company blogs (44 percent) and Twitter (35 percent).
How can your company offer better customer service through Facebook?
I’m gonna give you bunch of tips you can put to use today!
- Give out freebies. You love freebies, your mom loves freebies, everybody loves freebies. From free e-books to vouchers and coupons.
- Talk about people’s interest. You should know what people want to know about your service. Talk about it, explain it and give people what they want.
- Truly care about people’s interest. It’s not enough to talk about what people want to know. You also need to listen to your audience so you could provide the best service available.
- Personalize. Talk to your customers as a person not as a corporation.
- Be helpful. Don’t let questions go unanswered and do everything in your power to help your clients.
- Engage in conversations. Take part of the conversations on your Facebook page. If someone writes a testimonial on your wall, reply and thank them. If you post a status and people are commenting under it, reply and take part.
- Share info other than your own service. Don’t just post statuses about your company, also share snippets what you think your target would like to read or see. A fun Youtube video now and then never hurts.
- Don’t spam. Don’t send out mass messages or post too often. This will drive away your fans.
- Be open. Transparency is good, it makes your company look honest and helps building trust.
- Be fun. Don’t be too official and serious with your posts. Most people on Facebook are there to have fun.
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Posted on: November 23, 2011
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