Customer Experience News & Trends

If you’re on Facebook, you better be doing this

If you’re on Facebook, customers expect useful information, discounts and this.

They want direct access to customer support and product experts, an Oracle global survey found.

More than 40% of customers who use Facebook to connect with companies said they value quick access to service when they’re interacting on a company’s social media site. A third of them said they expect direct access through social media.

So if you’re going to interact with customers on Facebook, it’s best to have service and/or product experts available to respond to social media requests. Two keys:

  • Post when experts are available so customers don’t end up disappointed if a request isn’t immediately answered.
  • Give customers the quickest way to contact you. Keep your phone, chat and email options clearly posted, plus the times they’re available.

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