Before we go into the next part of this series on how you can truly integrate your customer support channel in Facebook Pages, I thought I would share with you another F-Commerce story from the past week. ASOS the rapidly growing online fashion retailer has announced that its online store will be available via Facebook.
If companies, such as ASOS want to sell via Facebook, they must also provide customer support via Facebook and following this announcement, it will be interesting to see if they will deliver this over the coming months.
There are a growing number of customer feedback solutions such as UserVoice and GetSatisfaction which were early adopters of having their standalone platforms fully integrated into Facebook Pages. These platforms allow customers on Facebook to ask questions in a forum environment, as well as suggest product and website improvements.
UserVoice Example Intergration
Live Q&A Events
Why not have live customer question and answer sessions with people within your organisation? You are able to use platforms such as LiveStream, Vpype and UStreamTV, to carry out these growing type of events. Customers are able to post live questions or comments to the broadcaster, which makes it ideal for an engaging customer Q&A event.
As you can see from the example below, Facebook has been an early adpopter of this platform. Zappos has also been carrying out these event successfully.
Why not add live chat to one of your tabs, you are able to make this possible by simply embedding your live chat button into a new tab. A word of warning though, it is worth ensuring that it is being effectively used, as people may just using it for fun and saying hi to you team etc. It is a case of test and see what the quality of questions or leads are. Your live chat provider should also be able to offer some assistance with this.
Customer Support Satisfaction
Depending on how transparent your orgnisation is or even how good your customer service is, you could publish your Customer Support ratings on your Facebook Page. Nicereply is an solution which enable you publish live customer support feedback scores. Simply add their link into your emails or after contact survey and away you go. This product is still in its early stages but has plans to be developed further.
If you have a store or dealer network, you are more than likely to have a store locator on your website, so why not have one on your Facebook Page? Providers such as Bullseye and Involver are able to integrate easy to use store locators for your customers to find their nearest store or dealer.
BestBuy Store Locator
Have you got any suggestions?
Have you got any suggestions on apps which enable businesses to deliver customer service via Facebook Pages? Post your comments below.