If your organization has a business Facebook page, it will receive customer feedback on the platform, if it hasn’t already. Facebook has become a significant resource in the lives of most consumers. Therefore, when there is a question or a concern about a product or service, the customer is more and more likely to go onto Facebook than the organization’s website in order to share an inquiry or voice a concern. This feedback or inquiry must be acted upon in a responsive and cautious manner as many other consumers will watch the interaction to see how the organization responds and may make judgments based upon that response.
In order to provide great customer service on Facebook, there are three steps your organization should take.
- Acknowledge the inquiry/feedback in a timely manner. The online environment has created a situation in which customers want and expect a quick, if not immediate response. Therefore, it is important for your organization to have a process to receive notification of and promptly acknowledge customer feedback. Sometimes, it is appropriate to provide an immediate response or suggest an approach to the customer; other times, however, it is best to acknowledge the feedback and explain when more information will be available. It is vital in cases of complaints or issues that customers receive good information the first time rather than just a quick response.
- Seek to take the conversation out of a public venue. Often the best way to fully understand a customer question or concern is to discuss it via phone or in a more private medium than an organization’s Facebook business page. To that end, one of the first steps in responding to an inquiry or complaint is to request the individual contact a particular member or team of the organization to seek resolution. Further, the private messaging feature on Facebook can be a great way for a customer to provide more detail on the same platform he/she originally reached out. If this is a feature your organization is interested in using, it is necessary to enable it from your Facebook page’s administrative panel.
- Foster a feedback process. Whether your organization likes it or not, its customers are going to direct inquiries and complaints to the organization’s Facebook page. Therefore, it can be beneficial for an organization to create a suggest process for customers to use. One way in which to accomplish this is to create a notes page or to add information in the ‘About’ section of the business page.
Facebook pages for business are a tremendous way to interact with your customers. With some process planning and care, it can be an efficient and effective way to also deal with customer inquiries, questions, and concerns.
Chris Marentis, an expert in the field of local business online marketing, leverages the internet to generate leads and boost local businesses across North America.