Are you using Facebook to improve your customer service?
Oh, customer service…the one place every customer usually dreads calling. In the old days, there was no real way for a customer to vent their feelings of disappointment of a company’s product or service other than taking the time to call and speak with a customer service representative. Nowadays, with the popularity of social networking sites, it is easier than ever for a customer to air out any disappointment or frustration with a company. So, how can you use it to your advantage rather than misfortune? Here are some tips on how your company can use Facebook as a customer service tool.
Keep an Eye On Your Company’s Page. We are all aware that Facebook is a great tool for advertising and sharing cool and useful information with your fans, but the bus doesn’t stop there. As Mashable puts it, if you have active fans, set up alerts to help you filter the comments you get. And by using key words like customer service, frustrated and question, you can prioritize them in order of urgency.
Respond In a Timely Manner. The best thing to do is to act quickly. We’re not saying to get up in the middle of the night to respond to a Facebook comment, just be sure you are not leaving it to rot. A timely response is always appreciated and giving one within 24 hours is best.
Respond Appropriately. A generic, one size fits all response is fake and it will show. Assess the situation and decide the best form of action. Do you need to contact this customer directly or simply acknowledge their frustration and offer a sincere apology? This infographic from Zendesk can help you gauge and tailor the response.
Keep It Light. Customer service does not have to be a synonym for bad. Use it to acknowledge any feedback and thank positive reviews or comments. At Three Girls, we always drop a line to make sure our client’s customers know their comments are being heard and are appreciated. Also, make sure to include the person’s name in your response to ensure they receive your reply.
How else have you used your company’s Facebook page to help with customer service?
Image Credit: birgerking
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