Get Satisfaction Connects Customer Support And The Social Web
SAN FRANCISCO, April 21 /PRNewswire/ -- As small and medium-sized businesses turn to Facebook to connect with customers, many struggle to use 'the Wall' as an efficient and effective channel for highly visible service and support requests.
Get Satisfaction directly addresses this challenge through the release of its Customer Support Tab for Facebook Fan Pages — a powerful community platform that invites consumer participation, cultivates a strong peer-to-peer support model, and helps small and medium-sized businesses reduce their overall support costs.
Many companies create Facebook Fan Pages as a marketing initiative and often underestimate the customer's desire to utilize this channel to ask questions, solve problems and provide feedback. Since the information on "the Wall" is not searchable and can be lost quickly, customer support needs from within Facebook have largely remained unmet.
Moreover, because search engines cannot index content from within Facebook, companies receive no SEO benefits of conversation created on the Fan Page. Until now.The Get Satisfaction Customer Support Tab transforms the Facebook fan page into a community-based customer service center where customers can help each other and companies can offer support in a one-to-many fashion. By freeing the company from the need to respond to the same questions over and over as they move on and off the Facebook wall, the Customer Support Tab dramatically reduces support costs. At the same time, you're providing Facebook fans with access to a valuable customer network full of meaningful conversation, which increases customer satisfaction and loyalty.
- Now Facebook fans can:
- Quickly find answers to their questions
- Collaborate on ideas & suggestions
- Give Praise
- And Companies can:
- Leverage the viral elements of Facebook to build community
- Utilize Facebook as a scalable customer relations channel
- Crowdsource customer service and ideation
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