Customer Experience News & Trends

Who’s failing at customer service on Facebook?

Now that many contact centers are active helping customers via Facebook, the question is, who’s doing it right?

Turns out, not too many of them.

More than a quarter of companies in a STELLAService survey failed to even respond to an inquiry sent to them via Facebook.

Many companies have jumped on Facebook – and contact center agents are at the forefront of providing content. However, the survey suggests many haven’t figured out best practices for customer service.

“Many (companies) have yet to fully appreciate social media’s two-way nature when it comes to providing customer service,” said STELLAService CEO Jordy
Leiser. “Retailers need to realize that two days in Facebook time is like two years in real-time. Consumers are used to real-time engagement with friends on Facebook, so it’s unnatural to spend days waiting for any kind of response.”

Here are details on the good and bad:

  • B&H Photo, Gap, Bed Bath & Beyond,, and Williams-Sonoma were the only five retailers to earn high marks in all areas. They responded to questions in both wall posts and comments within 48 hours and none deleted any customer questions before 48 hours.
  • Eight companies deleted questions that were posted on their wall, regardless of whether the retailer answered the customer’s question: Best Buy, Crate and Barrel,,, J. Crew, Radio Shack, Rue La La and Victoria’s Secret.
  • 13 companies failed to answer questions posted in the comments section of their own Facebook posts: Best Buy, Bose, Brooks Brothers,,, Foot Locker,, J. Crew, One Kings Lane, Radio Shack, Sur La Table and Victoria’s Secret.

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