If your a business owner with a facebook fanpage here’s a facebook for business tip, don’t forget to engage with those that post comments on your facebook business page, it’s a customer service issue. According to Emil Protalinski in an article from ZDnet.com “Retailers have rushed to establish a presence on Facebook with their own Page, in the hopes of building a larger social following. When it comes to customer service, however, it turns out retailers aren’t treating Facebook users so well. In fact, some retailers are going so far as to regularly deleting questions posted on their Facebook Pages.”
In the article Emil, further reports on a STELLA Service test on how some business reacted to comments to their facebook pages, The results showed how businesses ignored the comments and even worst deleted some. From a customers service perspective this could be harmful to business growth and customer loyalty, hence this facebook for business tip.
Facebook for business tip – customer service includes responding to commenters
“There’s no doubt that retailers are receiving questions from customers on Facebook,” STELLAService Chief Executive Jordy Leiser said in a statement. “The questions we asked as part of this test were often stacked on top of other questions from customers. Someone is going to differentiate by going above and beyond with customer service on Facebook, and they will win sales and loyalty as a result.”read full post here
So whats the issue? Emils conclusion is:
The problem here is that most companies view their Facebook presence as a means for marketing. Facebook users, however, sometimes want to use the social network as an open dialogue between companies and consumers. Companies need to figure out how to do both.read full post here
Yes, I’m guilty of looking at facebook as a marketing tool, however I do also make sure that I respond to comments posted, even if it is only a ‘like’. So remember this facebook for business tip, customer service includes engaging with users of your facebook fanpages. It’s good for business and allows you to connect with your customers in a different way.