Are Customer Service organizations starting to engage with customers using Facebook?  It appears that they are. Here are some examples.

Texas Instruments

1. Texas Instruments Facebook Fan Page offers a forum in its tab labeled E2E Community. There are also videos on various topics and references to blogs on related topics.

2. Texas Instruments has a European Customer Support Center. According to their Facebook Fan Page description, the European Customer Support Center can assist EMEA (Europe, Middle East, Asia?)  customers with application design support by providing expert assistance to companies who are interested in TI products, design tools, and samples. Looking at the site, it appears to be more marketing oriented.

Thomas Cook

1. Thomas Cook UK has a Support tab on its Facebook Fan Page. It offers the user four options

  • Ask a Question
  • Share an Idea
  • Report a Problem
  • Give Praise

2. People who Hate Thomas Cook!!!! During my search to find information about Thomas Cook’s service  offering on Facebook,  I came across this Facebook page which is not at all flattering to Thomas Cook.  It doesn’t have many members (135) and the last post was from February 2010 so it doesn’t seem to be very active. But the existence of such a Facebook page is something organizations need to watch out for. There did not appear to be any comments from Thomas Cook about how to seek help from them on this Facebook page.

Vodaphone UK

Vodaphone UK offers a customer service tab on its Facebook Fan Page . There the customer can access self help such as eForums, troubleshooting, queries about pricing and plans for a customer’s account, and phone and device support.

Dell Computers

Dell has a support tab on its Facebook Fan Page . On that page it offers

  • The ability to open a ticket on items related to delivery, non technical issues, technical issues, and other issues, including having failed at using normal Dell support. They do have a disclaimer that says that they respond within 24 hours, so it does not appear to be a fast way to get a support issue resolved but at least they set expectations about response time.
  • PC setup guides and how to’s,  manuals and downloads
  • Hot Topics, Customer forums, community advice on what to buy (this is an example of crowdsourcing)
  • Conversations happening in the community (what other users are talking about)
  • Videos by Dell
  • Videos by others than Dell

Dell also has a Tag Team tab on its Facebook Fan Page where they encourage users to learn and hear from others users and their friends. While it is marketing oriented, it has also has elements of crowdsourcing customer service. The three areas offered on the site are

  • Explore: Find out what products are right for you
  • Learn: Get to know the products that interest you and ask your friends for advice
  • Share: Tell others what you think about the products you own and how you use them

Do you know of other companies engaging in customer service using Facebook. Post them 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.

2 Responses to “Customer Service using Facebook?”

  1. Adele Says:

    Threadless, a Tee shirt manufacturer has a support tab on Facebook with FAQ (Frequently asked questions) and a ‘Contact us’ tab. http://www.facebook.com/threadless?v=app_116832620224#!/threadless?v=app_124192170958476

  2. Get Satisfaction provides Customer Service tool on Facebook | Customer Satisfaction and Reputation Management Says:

    […] wrote an earlier blog post titled Customer Service using Facebook that described some of these organizations and what services they were offering on their facebook […]

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