Handling Customer Experience Issues Via Social Media: Facebook

The past ten years have seen an explosion in the number of social media platforms, such as Twitter, Google Plus, LinkedIn and the ever ubiquitous Facebook. As these platforms have grown in popularity, businesses have migrated aspects of their customer experience to them. These social media sites allows interaction between customers and businesses in ways never seen before. And just like any other customer service arena, issues and complaints are going to occur. Let’s take a look at how to manage your customer experience on Facebook.

Given it’s level of popularity, it would be foolish of a business to neglect Facebook. Not only can a company provide updates, they can post advertisements, create events based around their product and conduct giveaways and other promotions. And best of all—it’s free to start a page. Customers know this, and regularly seek out an organization’s page, either to find more information or to bring an issue to it’s attention. When a customer does this, it’s best to handle the issue promptly and in a courteous manner, much like you would face to face. You want to be extra quick, for fear of appearing cold and unresponsive.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree