The last time, we considered how to use Twitter for customer service. This time around, we are going to look at how to use Facebook for customer service.
With over a billion users, you will find customers on Facebook. So, it will be wise to consider providing the best customer care you can on the Facebook platform.
The first step in providing customer care on Facebook is to create a Facebook page for your business. A Facebook page differs from the typical Facebook profile that you have when you open a Facebook account.
With a Facebook page, you get access to various tools and features which are not available to others, e.g. Facebook Insights.
With Facebook Insights, you can measure your performance in providing customer care. Using your analytics, you can refine your strategy as needed.
With your page, you can create targeted adverts on Facebook to draw potential customers. You can also reply to questions or complaints on your page.
In providing customer care on Facebook, timing is critical. You need to answer comments and messages as fast as you can.
With Facebook Insights, you can measure your performance in providing customer care. Using your analytics, you can refine your strategy as needed. Click To TweetFacebook emphasises how you respond to messages posted to your page. And is making response rate a prominent feature on your page for visitors to see.
So if you’re lousy or excellent at responding to comments or messages, your visitors will know.
To avoid any embarrassment, read and understand your customer’s complaint. If you are not clear on something, it is better to ask questions.
Take the conversation away from Facebook if you know it’s too complicated for the platform. Channel the discussion through email or telephone where you can handle the situation better.
Another alternative is to use Facebook’s private messaging system for pages.
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Show appreciation for your fans. And always commend them for interacting and engaging with your page.
When someone posts a compliment about your brand, thank them. Highlight the praise both online and offline through the relevant channels.
Remember that success is not a one-person show. Share the compliments with your staff since it is everyone’s effort that has made the company a success story.
Remember that your Facebook page is not an agony column for all your fans to come and pour their frustration.
Using your page as an agony column could hurt your brand. Instead, your Facebook page is to provide a human ‘face’ for your brand on social media.
There’s no need to wash all your dirty linen in public.
Under no circumstance must you use your Facebook page as a platform for arguing with your fans.
As the saying goes, the customer is always right. So apologise and accept responsibility whenever you goof. Offer what you can to appease the customer and make things right with them.
The key to success in providing customer care on Facebook is consistent. Be at your best when engaging with your fans on Facebook. Respond as fast as possible.
Being at your best will leave a lasting impression on the person’s mind that you view them as valuable.
In conclusion, your social media account is not your property. You can lose your account if you do anything that is not permitted by the social network.
You stand the risk of losing all your data on these social networks. Channel the bulk of your customer service activities to your website.
Your website is your property, and you have more control over it.
Are you using Facebook for customer service? Share your experience in the comment below.
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