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.
