Customer Service - AllFacebook

How To Make Your Facebook Page Do Triple Duty For Your Business

Guest Writer — Wed, 17 Apr 2013 15:24:45 +0000

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:

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Facebook Marketing Mistakes To Avoid

Justin Lafferty — Mon, 18 Mar 2013 15:56:07 +0000

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.

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Customer Service Via Facebook, Twitter Becoming More Mainstream

David Cohen — Thu, 07 Mar 2013 11:12:39 +0000

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.”

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5 Common Facebook Marketing Mistakes (And How To Avoid Them)

Justin Lafferty — Thu, 27 Dec 2012 15:52:23 +0000

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.

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Facebook Testing Customer-Service Chat For Small Businesses With Salesforce.com

David Cohen — Thu, 06 Dec 2012 12:10:17 +0000

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.

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Another Customer-Service Option For Facebook Pages As Parature Social Monitor Launches In Beta

David Cohen — Fri, 19 Oct 2012 16:13:02 +0000

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.

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Report: Facebook May Have Reached Saturation Point Among Small, Midsized Businesses

David Cohen — Wed, 12 Sep 2012 12:00:07 +0000

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.

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Zendesk Adds Support For Facebook Private Messages

David Cohen — Wed, 11 Jul 2012 12:30:19 +0000

Cloud-based help desk software provider Zendesk announced that its Zendesk for Facebook now supports private messages.

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Retailers' Customer Service Via Facebook Still Lacking

David Cohen — Tue, 27 Mar 2012 14:47:56 +0000

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.

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VirtuOz Debuts Customer Engagement Tool for Facebook

Jennifer Moire — Wed, 15 Feb 2012 11:33:14 +0000

As customers and companies continue to meet on Facebook to address support and sales issues, VirtuOz is launching its first customer service engagement tool, also known as an intelligent virtual agents, for the social network.

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How To Show Your Customers The Love On Facebook: EXCLUSIVE INFOGRAPHIC

Guest Blogger — Tue, 14 Feb 2012 18:40:15 +0000

We asked 1,403 businesses and brands to rate their own customer service — more than 98 percent of those polled manage a Facebook page — and a whopping 76.9 percent of the polled said they give at least “great” customer service, while 30 percent rate their service as “stellar.”

Most companies reported using multiple means to deliver their support, with social media rating most used, at 79.7 percent.

The rest of the top five went like this:

Email, 78.3 percent;
Phone, 63.3 percent;
In person, 51 percent; and
Website submission forms, 49.1 percent.

Interestingly, when asked which method was most effective, in person was the runaway winner, despite being the fourth most used. It seems that even in today’s world of impersonal, electronic communication, there’s no substitute for a warm smile and a handshake.

While businesses can make every concerted effort possible to ensure their customers receive sterling support, you can’t always keep everyone happy. So what happens when the customers start singing a less-than-loving tune?

Here’s how our survey participants respond to fans voicing dissatisfaction on the Facebook wall:

65.6 percent respond to a disgruntled fan publicly via a wall post;
31.2 percent initially respond publicly and then follow up with private correspondence;
17.5 percent do nothing and let their fans respond for them; and
11.6 percent ignored the dissatisfied customer’s complaint completely.

How does your company measure up? Take a look at the infographic below and let us know what you think in the comments section.

Guest writer Jim Belosic is chief executive officer of Shortstack.

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Conversocial Update Prioritizes Facebook Wall Posts

David Cohen — Wed, 25 Jan 2012 14:55:02 +0000

Conversocial announced the launch of Priority Response Engine, an update to its social customer service software aimed at highlighting time-sensitive Facebook wall posts and comments, as well as tweets, for customer contact personnel.

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VOTE: How Is Customer Service Via Facebook?

David Cohen — Tue, 20 Dec 2011 09:41:23 +0000

Customer-relationship manager Conversocial recently conducted a study on expectations for customer service via Facebook and other social media, and it found both high hopes for the medium and gaps in its execution to date.

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23% Of Firms Offer Customer Support On Facebook

David Cohen — Tue, 25 Oct 2011 13:55:44 +0000

Providing customer service via Facebook is becoming more mainstream: A survey of 331 companies with annual revenue of more than $10 million found that 23 percent of them provide customer service and support via the social network.

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Facebook Brand Loyalty Platform PunchTab Goes Mobile

David Cohen — Wed, 19 Oct 2011 08:00:50 +0000

PunchTab is adding a new-school mobile component to its old-school approach to consumer loyalty.

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