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Best Practices for Providing Customer Service Using Facebook

Updated: Jul 12, 2022

Customer service can make or break a business, now more than ever. Customer service professionals who listen carefully to customer complaints can work with their organization to fix issues so that consumers continue to use their services and recommend them to others. Sales are increased as a result, and the sales team can more easily determine that they are promoting high-quality goods. A drop in consumers often comes from poor customer service, which lowers sales and earnings for your company. This can start a vicious cycle where a business tries to save costs on hiring people or providing customer service training, which causes service levels to fall even lower.

These facts have always been true. The way companies provide customer service, however, has changed. In a recent JD Power poll of more than 23,000 internet shoppers, 67% of participants said they had asked a business for assistance on social media.

What Does Social Media Customer Service Look Like

Within the whole customer service ecosystem, it is a crucial and quickly expanding contact channel that supports call-based customer care. It includes assistance before, during, and after the sale. It also entails tasks like handling grievances, offering advice, responding to inquiries, or giving refunds.

Social media customer care provides assistance through social media platforms like Facebook and Twitter. It enables companies to immediately respond to inquiries from clients and meet them where they are. More than 60% of customers believe that resolving a problem quickly is the most crucial aspect of good service.

Why Use Facebook as Your Main Platform for Social Media Customer Service

The market is filled with numerous social media platforms. Not every channel will give your business the same results. It is crucial to know which social media network has the most following. Pick the locations where clients are more likely to engage with your brand. Alternately, you might conduct a study and ask your clients which social networking sites they frequent the most. Once you have the answers, you may aid your customer's preferred network with customer care.

At 7Social, we find Facebook to be the best platform for most companies. Users of Facebook come from every demographic. You can find them on Facebook, regardless of whether you're seeking to attract teenagers or retirees. Facebook is used by 72% of American people online. 82% of internet adults in the 18 to 29 age range, 79% in the 30 to 49 age range, and 64% in the 50 to 64 age range utilize it. Nearly 50% of internet users 65 and older use Facebook.

Additionally, they use it several times each day. Almost all your customers will have the Facebook app directly on their phone, or the website bookmarked to their computer. This means access is quick and easy.

Best Practices for Customer Service on Facebook

So, in the era of social media, what are the finest methods for customer service that will make your consumers feel heard and noticed, hence increasing your sales? That is what we are here to help you find out today.

Keep an Eye on Social Media Mentions

Social media monitoring is crucial to successful customer service, no matter the platform. Monitoring your brand's mentions on social media includes keeping a watch on them and responding to any discussion that arises. It is an immediate response technique that applies to all forms of brand discussion, including product reviews, product inquiries, and even service repair complaints. The fact that social media monitoring is not limited to direct mentions or comments on your postings is more significant. It also includes postings that make reference to your brand without tagging you. It's crucial to set up your social monitoring tools because these posts won't show up in your typical network notifications.

Making your clients feel heard and supported is the instant benefit of social media monitoring. After all, people mention your brand for a number of reasons. 47% of customers send inquiries about products or services on social media by mentioning the brand.7% of customers send inquiries about products or services on social media.