Customer service is different on Facebook.
At ShopTab, we encourage our Facebook store customers to message us on Facebook. Messages are great because it allows our customers to work on their Facebook store while chatting directly with our team, and we don’t have to worry about our messages getting stuck in a “junk” folder (we’re looking at you, Gmail).
What about your Facebook page fans? What do they expect when they send you a message or an email?
The answer is simple.
They want a response, and they want it quickly.
Expectations for responses on Facebook are much higher than email. In fact, 42 percent of consumers complaining in social media expect a 60 minute response time or less (Twitter is even quicker than Facebook, with 72 percent expecting a response within an hour)
If you want to impress your Facebook fans and show them that you’re there when they need you, it’s critical that you make responding on Facebook a priority.
Even though responses are expected faster in Facebook, a recent Social Times report noted that more than half of all questions posted to Facebook pages remain unanswered. That can lead to a lot of customer dissatisfaction.
If you think you need to do a better job of responding to your fans, here are a couple of things you can start doing right now.
1. Add Facebook page notifications to your phone.
Turn the notifications on and make sure they appear in a way that you can’t ignore them (I moved my Facebook Page Manager app to the home page of my iPhone and also make sure the notification has to be clicked by me before it goes away in my iPhone notification settings)
2. Respond immediately
There’s a simple reason this doesn’t work. When you read or open a Facebook message or notification, the notification disappears. It’s easy to forget. Just respond right there and then. If you can’t give a full response, give them your email and tell them to send you a personal note. Then, give them a timeframe for your response. Something like, “Happy to help! Send me an email at _____ and I’ll send over some information for you before the end of the day!”
Make Facebook messages a priority and your fans will appreciate the effort.
What other techniques do you use to respond in a timely manner? Let me know in the comments!