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Facebook for Customer Service: Learn How to do it Right says Casey Gollan
Date:6/13/2013

dicated member of staff for the Facebook page in order to respond to customer promptly, he advises. There is also the possibility of asking community members to jump in and offer support.

"Customer service apps are another way of dealing with customer comments so that they’re no longer sitting on your Facebook page unanswered, signalling to the world ‘you can’t be bothered,’" said Gollan. "One of these apps is Get Satisfaction which you can embed onto your Facebook page or even your own website.

"Not only does this make answering customer comments easier for you but, more importantly, it also makes it far more simple for customers to participate in discussions. You can also track feedback much more easily."

Outsourcing is also a possibility. Companies such as Liveworld offer services where their comment moderators can vet up to 1,000 posts per hour. They also respond to customer questions and concerns in a bid to encourage engagement on a company’s Facebook page, and in a way which is consistent with that company's overall brand ethos.

eModeration is a Facebook management service where moderators will respond to general comments but pass on any potentially difficult issues to answer such as customer complaints or questions regarding a product or service, says Gollan.

To reduce the time spent on answering queries Gollan comes up with the idea of making a list of the most frequent questions asked and having responses ready as a reference (although he stresses they shouldn’t be standard phrases as nothing puts off customers more).

Gollan goes on to highlight various keyword management tools which help businesses keep up to date with customer’s Facebook queries and responses. Finally he insists that the whole issue of customer service benefits smaller businesses rather than big multi-national firms but to the f
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