Blog

06/20/16

After the Sale: Using Facebook as a Customer Service Tool

Your weekly Soldsie sale is over, and was a huge hit.  As you scroll up and down to read the comments on your pages, it’s a great feeling to share your customers’ excitement.  Here’s how you can deepen the connection with your customers and take your customer service to the next level after the sale.

Take the time to reach out to your customers individually by “replying” to any issues on Facebook and utilizing the new “message” feature (pictured below) to connect with your customer.

Facebook messenger customer service tool

Whether it’s to follow up, remind them to sign up for your email list, or just get feedback on their purchase, you could use phrases like:

“Hi @NAME, we just wanted to make sure that you had a great experience with us! Thanks again for your business. We know you’ll look fabulous!”

“Hi @NAME, Thank you SO much for joining us last week! Just wanted to check in to make sure it was everything you expected? We hope it looked fabulous on you & if it did, would you mind taking a minute to review us on Facebook? If for any reason we haven’t earned a 5 star review, please get in touch with us so we can do whatever we can to make things right!”

“Hi @NAME! Does the {shirt} look amazing?? We hope you’ll post a photo of it next time and tag us so we can see!”

These 3 customer service friendly examples outlined will help you:

  1. Create a lifelong customer.
  2. Increase your social media exposure by encouraging customers to post a photo of their purchase on social media for their friends to see.
  3. Increase positive online reviews / take preventive measures to resolve any potential issues that could lead to a negative review.

Here’s an example of how 1-800 Flowers is using Facebook Messenger as a customer service tool:

1-800-Flowers Customer Service Facebook

As you can see, their social media team tries to resolve complaints by:

  1. Addressing the issue publicly online.
  2. Taking the conversation “offline” (out of the public eye) and moving it to a private conversation in messenger where they hope to resolve the customer issue.

Another way to offer customer service is to enable Facebook messages on your page and  add the Facebook message page plugin to the customer service area on your website. You can even set up “saved replies” to save time and quickly resolve any issues.

I know what you’re thinking. “Is she crazy? There are over 100+ comments on my sale! I don’t have time to respond to everyone!”

Put the shoe on the other foot for a moment. If Kate Spade reached out to you personally on Facebook, wouldn’t you feel kind of like a rock star and that your business was genuinely appreciated?

Lindsay Joy Higgins is a former Marketing Advisor at Constant Contact – the leader in email marketing, and the owner of Boston based social media agency, Leave it to Lindsay.  Lindsay specializes in social media management & email marketing services for small to medium sized businesses across the US, Canada, and United Kingdom.