If used correctly, your business’ Facebook page can pull the weight of three team members: customer-acquisition assistant, brand-building partner, and customer service representative. And even if your business’ page is managed by one staff member (or by you on your smartphone), with the right know-how, your Facebook page could still do three jobs for your business. Here’s how to turn your Facebook page into the ultimate multitasker:
While some companies really know how to do Facebook marketing right, there are many others that are clueless. PostRocket wants to help the latter group. The company’s co-founder, Mike Maghsoudi, recently posted about five mistakes that he’s seen brands make on Facebook.
Customer service via social channels such as Facebook and Twitter, once considered an afterthought by most companies, has exploded of late, with Conversocial Co-Founder and CEO Joshua March telling AllFacebook in an interview, “Over the past year, 2012, so many people woke up. Suddenly, every company we spoke with understood that social customer service was important.”
Odds are you’ve liked a page on Facebook only to regret it a few hours or a few days later. Maybe it keeps posting about itself, or there’s no relevant material out there. Don’t be that page. Kevin Mullett, a social media and search-engine-optimization expert and the director of product development for Cirrus ABS, talked with AllFacebook about the biggest mistakes he’s seen companies make on their Facebook pages. Don’t worry, there’s still time to change for the better.
Chat may soon be where it’s at for small businesses that are confused about Facebook’s myriad advertising and marketing options, as TechCrunch reported that the social network is testing a system from Salesforce.com that allows page administrators to contact its customer-service department via chat.
Customer-service software provider Parature announced the beta launch of Parature Social Monitor, its method of allowing brands to monitor Facebook and other social networks for key customer-service issues and manage them through to completion.
Facebook is by far the top social network in terms of adoption by small and midsized businesses (SMBs), but its prospects for growth in that sector are dim, as it may have reached a point of saturation, according to the results of a survey of decision-makers at 400 SMBs by cloud marketing software provider Vocus and Duct Tape Marketing.
Online retail rating service StellaService examined the Facebook practices of 20 top retail brands and, for the most part, found their customer service to be lacking.
VirtuOz is launching its first customer service engagement tool, also known as an intelligent virtual agents, for the social network.