How effective is Facebook as a customer service channel?

How effective is Facebook as a customer service channel?

Julie Pearl Published on June 20, 2014

Facebook-social-media-marketing--Open-Access-BPO
Customer service and back office outsourcing in the Philippines and other BPO capitals benefit from social media for enabling them to provide multiple channels for their services. Among the plethora of social networking sites available today, Facebook emerged as the top choice for non-voice inbound customer service because of its comprehensive platform that allow for detailed, multimedia assistance compared to the limited capabilities of microblogging and mobile messaging apps.
Is Facebook really that indispensable as a customer service tool? We present its advantages and disadvantages to guide your customer engagement strategies in the social network.

The pros

Facebook-Likes--Open-Acces-BPO

1.     Facebook has 1.28 billion monthly active users. This means you can have a wider reach to the public if you deliver assistance there.

2.     Facebook Pages provide complete details about your company or the brand you represent, so customers can refer to your Page for contact information, including maps, contact information, and departments to reach if they want to take the issue to a phone or live chat representative.

3.     There are many Facebook apps that you can use to optimize your Page. For instance, there’s the Contact Us app that allows you to set up forms where customers can leave their contact information, send feedback, or place orders.

4.     You can list FAQs in the About tab and pin a post at the top of your Timeline to highlight a frequently sought answer or an ongoing promo.

5     There’s no character limit in the comments section, and you can attach images or videos to accompany the text reply, thus enabling you to provide complete and visual instructions.

The cons

Facebook-social-media-icons--Open-Access-BPO

1.     You won’t be able to see posts and conversations about your brand unless they contain a hashtag about you and their privacy is set to public. You may have a wide market reach, but pulsing them on Facebook is limited to what they post on your Page.

2.     Brand Pages are available for the public to see, even those without a Facebook account, so everyone can view what s happening on your Page, including the negative comments and bad reviews. Your manner of conducting assistance or engaging with commenters can also be scrutinized here, or worse, it can even be used against you. This is perhaps that biggest downside of using Facebook as a customer service channel.

3.     Facebook’s News Feed algorithm changes from time to time, so you have to be extra alert for updates to fine-tune and match your strategy with the changes. Right now, many Pages have limited visibility because of a recent update, so users have to manually tweak settings to be able to follow the brands Pages they Liked.

4.     Facebook allows Page owners to disable private messaging and public commenting. Some may opt for this feature to hide unwanted content, but this reduces two-way interaction between brands and followers, thus defeating the purpose of taking the brand to Facebook.

Facebook is indeed a powerful tool that helps customer service representatives reduce call volume and gives customers instant solutions to their problems. Having this as a customer service platform has become a must today, but of course, you have to consider your audience’s preferred customer service delivery method before fully concentrating your market engagement efforts here.

As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 hours ago
Open Access BPO's standard recruitment is a seamless process, from job announcement to contract signing.

Here are some of our recruitment best practices: https://buff.ly/3HkhKRs

---------
We hyper-customizable solutions that fit your needs—from staff to its everyday ops: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3kIaKWM

----------
Let's hyper-customize a program for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO1 day ago
Keeping your customers' data secure is one of the best ways to earn their trust.
Here's an in-depth look on how it can be achieved: https://buff.ly/3HjQYIK

----------
Only trust an #outsourcing firm with a robust #DataSecurity strategies and solutions to ensure #InformationSecurity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#cybersecurity #infosec
Open Access BPO
Open Access BPO5 days ago
#𝗗𝗮𝘁𝗮𝗣𝗿𝗶𝘃𝗮𝗰𝘆𝗪𝗲𝗲𝗸 aims to raise awareness about #DataSecurity and privacy and how we all must be mindful of what we share online. Let's stay vigilant against malicious activities that may exploit our information.

#WeSpeakYourLanguage
#InfoSec #DataPrivacy
Open Access BPO
Open Access BPO6 days ago
#CustomerService providers have the responsibility to protect their partners against data intrusions that may interrupt operations and steal sensitive information. If your

Check out these best practices for protecting your data: https://buff.ly/3Jj7cEV

----------
Ensure utmost #InformationSecurity for your customers with our #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #DataManagement
#DataPrivacyWeek
Open Access BPO
Open Access BPO7 days ago
As a global #outsourcing hub, offshoring to the #Philippines has been recognized as a winning business strategy. But one of the things you should also consider is the security of the data you will be sharing with your chosen outsourcing firm.

Here's how you can keep your customer's trust even when their data is with a third-party company: https://buff.ly/3GY1jKm

----------
Only trust an oustourcing firm with a robust #InfoSec aimed to protect you and your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity
#DataSecurity #InfoSec
#DataPrivacyWeek
Open Access BPO