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. FaceBook Customer Service
Having a good customer service on Facebook is imperative.
Below is an infographic that explains how to use customer service through Facebook.
Customer service can make or break your business. That’s why it’s more important than ever to make sure your company is providing the best experiences for its customers. And a great way to do this is through social media.
Today, many consumers take to social media to express their views about a brand or seek help about a company’s product or service. When someone publicly tweets about a brand or writes on its Facebook page, the company is put to the test. How it responds and handles the situation will impact how people view the business.
Even if a person is simply talking about your brand and not necessarily asking a question or expecting a reply, it’s important for companies to listen and chime in as much as they can. Engaging with consumers and showing that your brand is human will make customers feel appreciated — and they’ll want to purchase more products or services from you.
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