Facebook is changing how, where and to who people look for assistance. It presents challenges as well as opportunities for companies looking to succeed in business. If you can get it right, not only will your customers return, but they will also advocate for your brand. On the contrary, doing it wrong can cost you a lot more than you think. Customers have countless ways for spreading a bad word about your brand. Answering your fans, owning up to your mistakes and correcting them can go a long way in building trust.
Listed down are some tips for providing top-notch customer service through Facebook:
Answer Quickly
In traditional customer support departments the process is usually guaranteed to respond within 24 or 48 hours. However, on social media this time can be reduced if you have a dedicated staff monitoring your Facebook page, to respond to each query. You need to emphasize the importance of quick response with your staff. If you are handling your business single handedly, you should set reminders for yourself to check your page at regular intervals during the day.
Utilize Different Tools
Businesses with social media teams might not need this but if you do not have a person monitoring your page daily, you should implement software which syncs with Facebook. These tools allow you to manage your private messages, posts and keep track of customer requests and questions without having to switch between Facebook and support. Zendesk, Freshdesk, Salesforce Desk and happy fox are some of the tools you can use.
Address Product Issues
If your brand has a bad news to share; for example down time or a mistake you have made, be the first one to bring the issue up. Use your Facebook page to spread the news about product issues. This will demonstrate your willingness to accept your mistakes and fix them. Customers will respect you for being proactive despite the frustration caused by the issue.
Keep Your Fans Updated
Keep your fans updated about the steps being taken to resolve product issues and their complaints. Share as much information about your business with your fans as you can and keep them in the loop at all times. Not only will this make them feel important but also gain their trust.
If you’re the owner of a new business page you can Buy FB Fans for a quick boost to its popularity. . Provide proactive customer support through Facebook to keep all your customers happy and satisfied!
