Facebook has long been considered the most popular social network, for both people and businesses. It’s no secret that it has managed to stay active over time and even evolve, achieving greater positioning and greater importance. Today, many customers of all companies in the world use Facebook. Therefore, every day buying or selling decisions are generally made within this platform, which is also used by companies to advertise and sell their products or services.
It is very important to note that Facebook already has more than three billion active users on its website. Which means an infinite number of opportunities for companies and businesses in any sector. This is why it is very important to add customer exprience within Facebook to your marketing strategy. In this way, you will cover a fundamental point within the consumer’s buying journey.
In this article, we’ll show you 7 ways to improve customer experience on Facebook. Plus, you’ll also learn some good practices for improving your customer relationship and to build a great customer experience.
As mentioned above, most people have and use a Facebook account. These users know the platform very well, they laugh, talk and build relationships with other people within the same app. So it is only natural that their knowledge and dominance of this platform is very good. They will have seen various advertisements and services. Plus, they’ll definitely be actively looking for customer service on the fan pages of the companies they follow. According to some studies carried out, at least 45% of people on Facebook use it to buy products or services, while 41% use it for recreation, home shopping or other private activities.
In light of all this we can deduce that regardless of the social network, customers, at some point in their purchase journey, come across one of these networks. This is mainly due to the information they contain. Customers use it to research and gain insights into what they will buy in the future. This is why Facebook is good for customer service.
Here are some ways to get the most out of the Facebook customer experience:
1) Optimise your Facebook Messenger
This is extremely important, since this is where your customer feels confident about acquiring a product or service. There are several ways to optimise this, including implementing chatbots, automated messages, message templates, the right customer service staff, and a good way to treat customers.
A well-optimised Messenger can sell the company’s products or services without much difficulty.
2) Integrate other communication channels
It is very important to integrate multiple communication channels into your sales strategy. This is because each social network complements one another. For this reason, we recommend adding WhatsApp and Instagram, since they are also Facebook platforms and each complements perfectly. If you add more channels to your strategy, the customer experience will be improved within Facebook.
If you are wondering how to integrate multiple channels efficiently, you can use Callbell by clicking here.
3) Quality content
The content you post is also extremely important. Typically, customers don’t search for products on social networks. If they don’t come across random information, and when they notice something that catches their attention that’s where the buying process begins. If the content you post is really interesting and engaging, you can rest assured that you will be very successful in acquiring potential customers. For this reason, one of the main pillars in content creation is quality and optimization to get potential customers interested in your product or service. So the essential thing is to exponentially improve the customer experience within Facebook.
4) Interaction with users is also important
Interaction with your customers is very important in their Facebook experience. This is because social media is a rich source of information in terms of what people think about your brand. All comments, positive or negative, are useful for your business. These should be used for the benefit and growth of your brand. That’s why it’s so important to respond and interact with each of your followers.
5) Information is important
It is very important that the information within your website and social networks is complete. Remember that customers are usually very perceptive, so if they see some information missing from your account they might be wary of you.
6) Phenomenal customer service
Customer service is a very important pillar in the user experience on Facebook, so you need to be sure that your collaborators are serving all your customers on Facebook in a nice and friendly way.
7) After-sales service
The after-sales service is also a fundamental step in the user experience. All customers like to feel important, so a post-sale question or comment never hurts.
Customer experience and business service go hand in hand. The more active and collaborative you are on your social networks, the more customers will trust your brand and this, in turn, can translate into long-term relationships.
That’s why every Facebook improvement you make, from marketing campaigns to online service, needs to be customer-centric and designed. Consider feedback, provide relevant information, and always be available to help customers. An excellent tool that will help you with the whole process is Callbell and its ability to connect multiple service channels in one place.
Frequent Questions
Why is Facebook useful for customer service?
As mentioned above, most people have and use a Facebook account. These users know the platform very well, they laugh, talk and create relationships with other people within the same app. So it is only natural that their knowledge and dominance of this platform is very good. They will have seen various advertisements and services. Plus, they’ll definitely be actively looking for customer service on the fan pages of the companies they follow. According to some studies carried out, at least 45% of people on Facebook use it to buy products or services, while 41% use it for recreation, home shopping or other private activities.
In light of all this we can deduce that regardless of the social network, customers, at some point in their purchase journey, come across one of these networks. This is mainly due to the information they contain. Customers use it to research and gain insights into what they will buy in the future. This is why Facebook is good for customer service.
How to build your brand through a phenomenal customer experience?
Customer experience and business service go hand in hand. The more active and collaborative you are on your social networks, the more customers will trust your brand and this, in turn, can translate into long-term relationships.
That’s why every Facebook improvement you make, from marketing campaigns to online service, needs to be customer-centric and designed. Consider feedback, provide relevant information, and always be available to help customers. An excellent tool that will help you with the whole process is Callbell and its ability to connect multiple service channels in one place.
About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct
