Hmmm. . . Facebook is definitely a way to attract the younger demographic who are more likely to place an order online using one of the many devices available from desk top computers to smart phones. However, there is a BUT. And, it’s a big but!
What happens when something goes wrong? Do you think you’re going to be able to solve the problem over Facebook? I can guarantee you one thing. If the problem isn’t handled correctly (and beautifully) the problem will surface on Facebook. The demographic that’s so willing to place an order on-line is also more than happy to share their experience – good and bad- via social media.
So, beware – trying to save $$ by going “all in” for social media customer service can be a minefield and easily blow up in your face.
What are your thoughts? Read more customer service tips at http://www.theserviceadvisors.com