Bringing Live Support to Facebook

Bringing Live Support to Facebook Facebook is well known as a major marketing resource, but it is often overlooked as a customer service tool.  And although social media content writing is incredibly important, client satisfaction should take priority over marketing endeavors.  After all, your marketing is wasted if you can’t hold onto your customers!

When it comes to customer satisfaction, there is nothing more beneficial than having a live support system in place.  Nothing can frustrate a potential buyer like having a question go unanswered, and, similarly, nothing can please them like receiving the immediate attention they deserve.

Imagine you are choosing between two different types of blenders, one from Business A and the other from Business B.  Your decision will be based on the materials used to make the blender, so you ask both businesses about the components.  In reality, the two blenders are made from the same materials, but because Business A had a live support network in place, they were first to respond.

A customer in this situation is going to go with Business A nine times out of ten.  They will be loyal to the business that seems to care for them the most, and they will come back happily with the expectation of similar attention in the future.

Facebook is great for social media content writing, but it is not currently the best platform for live support.  However, that does not mean that it’s impossible!  There are a number of ways you can bring live support to Facebook, and we have listed them for you:

–  If you are a small business owner with a modest customer base, you may be able to get away with using Facebook chat.  If you have a larger business, however, this option runs the risk of jamming your server, which would not be wise.

–  Place a customer service agent in front of your Facebook page, constantly at the ready to answer questions via message or wall post.  Some companies have had great success creating a Facebook page specifically for customer service questions, as this keeps things organized and efficient.

–  You can use your Facebook page to connect to an external live support system, such as Live2Support or Livezilla.

These are just a few ideas, and we welcome any further insight into bringing live support to Facebook—comment below with your suggestions!

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Serena is a longtime staff writer for Her undergrad is in legal studies and she is currently pursuing an MFA. Her heart is in graphic design and all types of creative expression.

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