FacebookSeveral companies have started using Facebook as their customer service platform. Examples are BT, Thomas Cook, Vodafone UK, Rosetta Stone, Journal of the Americas Chemical Society, and Dell amongst others. This post covers a new tool from Get Satisfaction in conjunction with Involver that provides the infrastructure to run a support service on Facebook.

Summary of the benefits to brands that use the Get Satisfaction / Involver Customer service  app:

  • Align customer conversations from the web in a single place
  • Brand your customer support services by making them visible on Facebook.
  • Expand access to support.
  • Respond to ideas, share praise.
  • Use SML to customize GetSat with other Involver apps like YouTube and RSS.
  • Manage comments and integrate with Get Satisfaction community.

Brands like Walmart, Panasonic, and The Gilt Groupe have already adopted the new Get Satisfaction app across their Facebook pages. The Gilt Groupe uses GetSat to streamline its customer support operation, and to better serve its community across Facebook and within their product.

To get more information about the Involver Get Satisfaction app,  read Get Satisfaction App, Built On SML, Brings Customer Support To Facebook

Additional resources:

I  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 support page.

See the post  Customer Service and Support on Facebook – Resources to help for a review of Parature that also provides software to run a service offering on Facebook.

Guy Stephens, Social Media / SCRM Consultant at Capgemini , has started a Facebook Fan Page called Social Customer Care Dialogue that shows the various organizations using Facebook for support.

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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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