I like many others would much prefer to jump onto a chat session with a support department than ring a phone number, listening to various artists who specialise in calming hold music, until you finally get through to someone who would rather not be on the phone to me!
This is where social media comes to the front and adds a level of service that improves customer engagement and builds confidence that you can get a response from the right people.
Below was one of many experiences ive had recently where Facebook Live Messenger has removed the need for me to wait until morning, removed the need to jump into emails - hoping that someone may reply in the near future and directed me "instantly" to the people in the know.
Prior to the above example i had gone looking online, for support with my heat gun that i use for device repairs, in the hope that it would be listed in the user manual. I was unsuccessful in finding the information online, took one look at the contact us options on their website and noticed a Facebook symbol. Within a few clicks and less than a minute of typing i had raised my request and even though it was outside of normal working hours i was safe in the knowledge that i would be able to confirm when the request had been read when following up in the morning.
Upon waking the next day i confirmed that the request had been read 3 minutes after i had made the request 20:40 > 20:43 and a response had been sent through pre 9am from the company!
A short instant message conversation later and a call directly to there specialist i had my question confirmed and was extremely impressed by the service i received!
Im sure you would agree that speed of response and accuracy of the information provided goes hand in hand with a good customer support service.
Give it a try today by:
Displaying your business on Facebook
Ensure you / your staff have access to Facebook Messenger (whether that be via a browser or mobile app)
Integrate Facebook Messenger directly into your website for quick easy access by your customers
I am 100% certain you will not be disappointed with the results!
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