How to use Facebook Pages for Customer Support – Part 1

by Paul Hopkins on January 16, 2011

A couple of weeks ago you could not have avoided the news that Facebook had received another $500 million of investment. However, at the end of 2010, you might have missed the other news story that Facebook had more visitors then Google in 2010.

These stories should prove the importance of this social media platform as part of our customer support strategy – and I am not just talking about answering Wall posts.

Is 2011 the year of F-Commerce?

F-Commerce is the integration of an organization’s E-Commerce channel into its Facebook Page. It enables customers to buy from an organization without the need for leaving Facebook.

With an expected growth in F-Commerce during 2011, I thought it would be good to look at what I am calling F-Service and how we can serve our customers through this world of F-Commerce.

Haven’t we all heard about social support before?

Over the past few years we have continuously heard about social media (or the social web as I like to call it) and its impact on customer service. F-Service will allow us to go one step further and truly integrate the social web into our everyday business.

How to use Facebook Pages?

Facebook Pages have long been under the ‘ownership’ of the marketing teams but now is the time for the customer support teams to start being involved. Many of you have probably ‘Liked’ a organizations Page and are aware of the tabs at the top. These tabs allow administrators to add additional information to be presented to the viewer.

Facebook Pages

Using FBML (which is like HTML) or solutions that automatically integrate into Facebook Pages, you are able to create a Page that can be used for both marketing activity as well as customer support.

What support could be delivered ?

  • Customer Communities
  • Frequently Asked Questions
  • Support Ticket Submission
  • Customer Service Satisfaction Ratings
  • Customer Product Reviews
  • Customer Focus Groups
  • Store locator
  • Live Chat
  • Click to Call
  • In Part 2 & 3, I will post some of the solutions enabling you to deliver F-Service to your customers.

    What are you doing with Facebook Pages?

    Have you started support your customer via different tabs? Post your comments below.

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