Customer service queries and comments on Facebook are being ignored by businesses! A new report by STELLAService, which rates the customer service of retail websites highlights how they recently posted general service questions on 20 top retailers’ Facebook pages to test how they conduct customer service on the social network.
Five of them failed to answer a customer question on their Facebook wall within two days, and even fewer replied to inquiries asked as comments on their posts. Seven of them actually deleted the question from their wall erasing any record of the customer enquiry!
Whether it’s on-line or off-line, ‘Being easy to deal with’ and ‘Dealing with disappointment’ are fundamental ingredients of customer focused businesses, and clearly some aren’t delivering in these areas.
OK, so Facebook might not be for you personally, but if it’s what your customers use, and you are ignoring them, then you could be in trouble – the big difference between ‘social media’ customer comments is that everyone else can see that your doing so!
So, Face Up to it! Are you listening to your customers – online and offline?