Facebook is known to be the top in regards to social communications, your target group must be using Facebook throughout the day therefore it is without doubt that your shoppers will happen to contact you via Facebook.
Having a good customer service on Facebook is imperative.
Below is an infographic that explains how to use customer service through Facebook.
Shoppers Want To Be Updated
Be transparent, the platform will present opportunities than risks
Share information even if the problem has been resolved
Shoppers Want You To Apologize
Always acknowledge and take ownership of your mistakes
Say that you are sorry for the inconvenience, show shoppers that you care
Shoppers Want Their Problems Fixed
Always offer a gift to compensate for your mistake.
Take ownership of your mistake and be generous while making things better
Shoppers Want To Be Heard
The basic concept in good customer service is listening
Take the time to understand what has been written
Shoppers Want Fast Service
Shoppers took their problem to Facebook because it’s easy
Respond quickly to customers on social media sites