How To Integrate Facebook Customer Service Into Your Business
Many businesses and organizations have seen a great potential benefit in using Facebook as a marketing tool. However, a business needs to tread carefully when using Facebook. The following are some dos and don'ts of Facebook Customer Service. Facebook Business Suite
A Facebook Page plays an important role in this. Simply forcing customers to seek out a Facebook customer support number, or some other random number for that matter, does not create a positive effect. Companies cannot skirt around it easily by just posting a phone number on their profile. That will not help either. Facebook customer support pages should be used as a means of giving the customer-specific information and helping them with their queries.
Another thing not to do is post a link to your website or blog. Many Facebook users prefer to use their Facebook profiles for personal use. A link to your site will most likely lead them to your tech presence. While a link to your tech presence will definitely get you some new fans, those fans will most likely come from the people who were actually interested in what you had to offer in the first place. A more personalized form of communication will actually help you gain more Facebook fans and a better overall reputation.
One of the best ways of creating a better online reputation is providing great customer service. One thing not to do is posting links to your website or blog. Links to your company's site should always be posted on the relevant Facebook pages. These posts should provide clear, detailed information about the issue at hand, the solution to the problem, and how the issue came about. Never leave links to your blog or website because Facebook users will never see them.
Another great way of creating a better online reputation is by using the "What's On" section of the Facebook home page. This feature is actually a great tip sheet, since it lets the user know what other customers have to say about your company. The "What's On" section includes the home page as well as the wall posts that are tagged with topics relating to your company. For example, one of the most recent wall posts mentioned the recent acquisition of TwitPic by Twitter. If you post a link to your TwitPic account on your personal Facebook page, the TwitPic links are actually links to your company's website.
This tip sheet might seem like a small detail, but it's actually a very important detail. When you sign up for Facebook, you are given a special form that allows you to list your business, company name, logo, and even a contact phone number. Alongside this information, you also have the ability to provide a description of the company. This description is visible to all of the Facebook friends that have an interest in your business, including the "Like" feature.
Many customers forget that once they've registered their personal details with Facebook, they can also share their profiles and connect with others in their network. One of the ways that you can use this feature is to post a link to your company's main website. When people click on this link, they'll be taken to your company's home page, where they'll be able to find more information about your business. They may also be able to find a customer service number or an email address where they can reach you directly. By posting a link on your personal profile, you are also ensuring that potential customers keep track of your company's contact number and website address.
In addition to letting customers contact you directly, you should also keep an eye on the feedback you receive from Facebook customers. Look for the comments or messages that outline negative experiences customers have had while doing business with your company. These comments might be useful to improve your services or products, so spend some time monitoring how your Facebook fans react to your firm. In most cases, customer service comments will be fairly straightforward to delete - though it is always a good idea to look into any negative experiences more thoroughly.
