Contact Center Solutions Featured Article

Improving the Customer Service You Offer via Facebook

April 19, 2012

If your business has a Facebook page – and let's face it, any company that wants to succeed nowadays does – you encourage your fans to post material onto your wall. While positive posts are most desirable, chances are, you're going to run into some negative posts.

Do you have a process to deal with these negative posts effectively?

If you're like most companies, according to many experts, you don't. Not really. But negative posts on Facebook tend to spread like wildfire, and simply taking down the posts won't work. People notice. These posts need to be answered, and answered properly.

This week, Mashable is offering eight tips to help you improve your Facebook customer support initiative and, in turn, raise your brand’s reputation, decrease your inbound service requests, acquire new customers and turn infrequent customers into brand loyalists.

For starters, you need to identify who in your organization “owns” social media. A piecemeal approach – everyone in the call center has a different method – just won't work over the long-term. It's important to create a special team of social media experts who can take ownership of customer support via those channels. Another important tip is to be sure to “log” previously solved issues on Facebook, so when they occur again, you have a store of best practices for solving those problems and you don't need to reinvent the wheel each time.

Other methods include outsourcing the process, or developing an online customer service channel that can be tied into Facebook and other frequent customer hang-outs. Companies such as Get Satisfaction, Lithium, Moxie Software and Parature enable brands to offer customers a way to connect in multiple online locations, including Facebook, according to Jeff Nolan, VP of product at Get Satisfaction, who Mashable consulted for the tip list. Another option is to “crowd-source,” or identify super-users and “promoters” of your brand, and engage them in helping you answer customer question or issues.

Edited by Jennifer Russell