• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Prospect Genius

Prospect Genius

Practical Marketing Solutions - Clean-Plan-Grow

  • Services
    • Grow As You Go
      • Alpha
      • Bravo
      • Charlie
      • Delta
    • Custom Solutions
      • Websites
        • CoreSite
      • SEO
        • CleanSlate
        • Directory Dominator
        • Google Business Profile Optimization
        • Google Business Profile Rescue
        • Ghost Writing
      • Social Media
        • SocialStart
        • SocialBuzz
        • SocialStream
      • Pay Per Click
        • Google Adwords
        • Facebook / Instagram Ads
        • Remarketing
    • Tools
      • WebFax
      • AdTrax
      • MapTrax
    • Communication
      • AppDingo
    • Google Business Profile
      • GBP Optimization
      • GBP Rescue
  • Reviews
  • About Us
    • Blog
    • Charity
  • Contact Us
  • Log In

Why Customer Service and Facebook Are a Brilliant Match

Local SEO isn’t the only way to spread the good word about your business. Offering friendly, helpful customer service is a super-easy way to keep customers happy and strengthen word-of-mouth. After all, customers are much more likely to do repeat business with a company that provides superior customer service. So why not take this one step further and make your customer service efforts public? When you receive customer comments on social media, particularly Facebook, you can respond right there on the same platform. This way, you’re not just providing a customer with a prompt response—you’re also showing prospective customers visiting your page just how attentive and professional you really are. If you do it correctly, it’s a win-win. In her recent article on Search Engine Watch, “Five Reasons Why You Should Invest in Social Customer Service,” Rebecca Sentance explores how you can benefit from using social media to interact with customers. Many of her examples focus on Twitter and the big brands that use it; however, we can easily adapt these examples to fit small, local businesses that primarily use Facebook.

Five Reasons to Use Social Media for Customer Service

So, what are Sentance’s five reasons for using social media for customer service?

  1. Convenience: People are spending a lot of time on social media daily. It makes sense to meet them where they already are.
  2. Attention: People want to be heard. When they don’t hear back from a company, they react negatively and often disparage said company on social media. On the other hand, when they do hear back promptly, they’re much more likely to view that company favorably.
  3. First impressions: Frankly, responding on social media makes you look good. It shows accountability and personality.
  4. Retention: Studies show consumers are willing to switch brand loyalties and even pay more if they think they’ll receive better customer service. Keeping customers happy—and doing so publicly—will help you attract and retain customers.
  5. Feedback: Social media, especially Facebook, is a great tool for getting customer feedback. You can survey your audience to hear their thoughts on your current product offerings or what kinds of new services they’d be interested in. Basically, you can use social media as low-cost market research to help you improve your business.

Of course, when angry customers take to social media to air their grievances, things can get ugly. However, this is likely to happen regardless of how active you are on Facebook or Twitter. Cooler heads always prevail in these situations. As long as you respond professionally and respectfully, you’ll come out on top. Want more details? We strongly recommend reading Sentance’s full article over on Search Engine Watch. It’s a deeply insightful read.

Categories

  • Blog
  • Client Success Stories
  • Newsletters
  • Press Releases
  • ReviewSlider
  • Testimonials
  • The Google Guru
  • Tips and Tricks
  • Uncategorized

Helpful Links

  • Case Studies
    • [Case Study] Spinner Taxi,LLC
    • [Case Study] Advantage Disposal
    • [Case Study] All Bergen Appliance
    • [Case Study] Bethany’s Cleaning Service
    • [Case Study] Centered Stillness
    • [Case Study] Lock Works Locksmith Service Inc.
    • [Case Study] Piper’s Cleaning
    • [Case Study] Simply Trees
  • Professional Answering Services
  • Integrity Pledge
  • Porting a CallTrax Phone Number
  • Frequently Asked Questions

What Drives Us?

Our passion is helping small businesses thrive. It’s why we get out of bed every day. Too many business owners are cheated and lied to every day so we see it as our duty to be a beacon of truth, a safe harbor, in an often unscrupulous industry.

Contact Us

Prospect Genius
279 Troy Rd
Ste 9 #102
Rensselaer, NY 12144

P: (800) 689-1273
F: (888) 488-9011
E: hello@prospectgenius.com

Let’s Connect!

  • Email
  • Facebook
  • LinkedIn
  • Phone
  • Twitter
  • YouTube
  • About
  • FAQ
  • Contact
  • Privacy Policy