Customers are having conversations about your brand on Facebook.  If you have Facebook Fan pages, customers may be writing on your wall. Some comments will be positive and some will be negative. Some customers will come to your fan page looking for support.  There are some companies who are early adopters that are using Facebook now for support. How can your organization support them?

I  recently learned about  a service called Parature which provides software that runs on Facebook to:

1. Monitor Facebook  wall conversations, posts and comments in real time, based on key words chosen by the organization.  Support staff can learn what conversations are going on and which Facebook  fan pages to monitor. This software can be used by customer service, product management and marketing to gather customer feedback data.

2. Provide service to customers using a support tab on a Facebook Fan Page for:

  • Searching your organization’s Knowledge base
  • Opening tickets
  • Chatting  with a live agent

Is your organization using Facebook for support? Tell us about it in the comments section below.

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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