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.