Companies around the world are increasingly turning to social platforms such as Facebook and Twitter for their marketing, sales, and customer service. It’s estimated that there are almost 10 million Dutch people who are active on Facebook (including Facebook Messenger) and almost every company has a presence on social networks such as Facebook.
Smart companies have now realized where the real opportunities are and don’t just use Facebook as a medium to promote their marketing activities, but also as a channel to respond quickly and efficiently to customer questions, feedback, and complaints. They do this in real-time, making a good impression on their customers and generating goodwill, loyalty, and word of mouth. The result: satisfied customers.
Why Facebook for customer service?
Facebook is a great customer service tool because it’s easy to use, real-time, and social. It also gives a company immediate feedback and is completely free. Customers can post their questions, requests, and complaints online. When you keep track of your messages and deal with them in real-time, you strengthen your image and credibility. This has massive potential to improve customer satisfaction! Using Facebook for customer service comes with many benefits. Below we discuss a few of them.
The new generation of consumers is used to self-service and longs for “instant gratification”. Facebook is the perfect way to get (and stay) in touch with them because of the fast nature of the medium. The modern customer is already used to this way of communication. You can respond to questions quickly and adequately within the platform. This form of real-time communication is much more attractive to consumers than having to wait one or a few days for a response, as is often the case with e-mail.
Between all the traditional customer service channels (telephone, email, website, etc.) Facebook is virtually free. The platform only requires time and effort to be set up and managed. This reduces your costs.
Better word of mouth
Customers who are satisfied with your product or service will tell their family and friends about it. On Facebook, this effect is increased several times via the network that a user has. A study by Starcom MediaVest & Rubinson Partners shows that when it comes to sharing on the internet, Facebook is the biggest player. It accounts for 38 percent of all referrals generated by sharing on the Internet.
Transparency and employee involvement
Facebook is a great channel for customer service agents; they feel more engaged with the customer when they see your customers talking about your product or service in real-time. They will even spot opportunities on their own and take action.
Customers send an enormous amount of messages to companies via Facebook. This happens 24/7 and these customers expect a quick response. Not responding or responding late to negative messages can quickly turn into a serious customer service crisis. This makes managing customer service through Facebook an intensive and important task.
So, how am I going to reply to all those Facebook posts?
To provide effective social customer service through Facebook, you will need to purchase a social media management tool that supports Facebook. Also, you’ll need to have enough employees to answer the messages. Not only during the day but in the evening and on weekends as well.
Keep in mind, customers expect to receive fast, effective, and professional answers to their questions. If the answer takes too long, it will affect the image of your company. This often means that you should appoint an employee who specifically deals with Facebook questions. If this employee is overwhelmed by the flood of messages, it is time to hire additional people.
But there is an easier way. You can outsource your Facebook customer service to us.