When consumers want to get in touch with a brand, social media is fast becoming the go-to solution. Whether it’s product queries, issues with orders or problems with accounts they are keen for a quick resolution and often use social media as a way to communicate. 

Answering a customer complaint can increase customer advocacy by as much as 25%, meaning that responding to complaints can help create loyal customers. (Source: SmartInsights)

Here were offer some ways to provide customer service on Facebook:

  • If someone has taken the time to reach out to you on social media, it is best practice (and polite) to take the time to respond to them. If your social team only works certain hours, make sure this is visible on your profile, to manage response expectations. In addition make sure your contact details are up to date.

The Bonmarché Facebook page is a good example of this:  

  • Respond to enquiries and complaints promptly. People often turn to social media, because they are looking for a quick response. If you can reply quickly, you are more likely to diffuse the situation. If you are unable to answer the question, be sure to acknowledge it and provide a holding response, before getting back to them at a later stage. 
  • Utilise the messenger function. 53% of people are more likely to shop with a business they can message directly (Source: Facebook) . 
  • Move the conversation to a private channel. This is important because you may need to clarify personal details in order to sort the problem. In addition this also reduces the chance of any negative issues escalating into the public space, before they can be resolved. 

In the Maybe* platform, you can find all your Facebook account notifications in your Social inbox in the Engagement column. From here you can reply immediately or assign to another team member to handle.

For more helpful tips see How to deal with customer service questions, Respond to your customers

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