Scroll to the bottom to download our white paper "Tips for Providing Great Customer Service on Facebook"
People from all over the world have distinct interactions through Facebook. They can catch up with family members, share photos with friends, and engage with their favorite brands without email or a phone number. Many companies have had to rethink how they handle their Facebook customer service and how it impacts customer experience. It's not enough to just have an account on Facebook and claim it as a tech presence, especially when that account is suddenly a hotbed for users to voice an issue or problem.
Companies can't skirt around it by only listing a phone number on their account. Facebook audiences aren't privy to calling a phone number to make themselves heard. It's now too easy to voice an issue or problem on a Page's timeline or through a direct message. The need for Facebook customer service can't be satisfied by encouraging users to call a company's Facebook customer service number.
Consider this: 47% of those surveyed by Edison Research said that Facebook, of all the social networks, had the greatest impact on their purchase behavior. A Facebook Page plays a big part in that. Forcing users to search for a Facebook customer service number, or any phone number for that matter, doesn't make for a positive impact.
With Facebook being the major tech company that it is, there's now plenty of research to help agents with the formidable task of providing great Facebook customer service. We've put together a tip sheet that clues you in to Facebook customer support (beyond just providing a phone number). We've included suggestions for:
- How to keep agents from overlooking valid support questions posted on your brand's timeline (so they don't have to constantly search for an issue)
- Utilizing features such as Page Insights, Messenger, and other integral features of Facebook customer support
- Adding a support app or customer feedback tab to your page to optimize your Facebook customer service
- and more!
Of course, you'll still want to provide a Facebook customer service number to go beyond the tech presence (sometimes a phone number and a chat with a support rep can't be beat). Go ahead and list the phone number and contact details, but remember: there's more to utilize with Facebook customer service. Our tip sheet is a great place to get started for providing great Facebook customer service.