Your Facebook page is an extension of your brand and it should be treated as such.
Here are a few best practices to ensure that you are providing exceptional customer service on Facebook.
Respond Quickly - When customers interact with you via Facebook they do so expecting a response. Make a commitment to respond to all Facebook comments and messages within 24 hours. By doing this you show your customers that you are listening to what they have to say and that you appreciate their interaction on your Facebook page.
Don't Automate Your Responses- Every Facebook comment or message should receive a personalized response. Responding with a generic corporate response to each message or comment made gives the appearance that you do not care about your customers and you are just going through the motions. Using peoples' names when responding is an easy way to help you personalize the message you are sending.
Promote Conversation- Encourage your customers to interact with one another on your Facebook page. You would be surprised at what good brand promoters your current customers can be for you. Make sure to recognize and acknowledge the contributions that your customers make to your page.
Content is Key- If your Facebook page is just one big advertisement for yourself or your company than the chances are people will not want to engage with you. Providing content that solves a problem, answers a question or delights your customers is a great way to serve them on your Facebook page.
Respond to Negative Comments- Responding to negative comments is a great opportunity to show the great customer service your company offers. Many people think the best course of action is to delete negative comments or posts immediately but all that does is show the person posting that you do not care about what they have to say. Taking the time to respond to negative comments shows that you are committed to making things right.
Facebook can be a great tool for your business. Having a Facebook page allows you to interact with your customers quickly and directly. Make sure that you dedicate time to your social media efforts so that you are able to put your best foot forward.
If you have additional questions about providing exceptional customer service on Facebook or you want to talk to someone about creating a custom social media strategy for your business then request your free assessment below.