Gone are the days where companies think they can use Facebook to blast out one way marketing messages to loyal fans. Or are they? We were curious, and investigated Econsultancy’s list of the UK’s biggest retailers on Facebook, to see who’s the snappiest at responding to their fans.
'Who’s ignoring their customers: lessons from the best and worst retailers in Facebook’, Conversocial’s first white paper, investigates how well these retailers are managing questions and complaints coming through their Facebook pages. The report discovers some key obstacles to effective social customer service and ways that some of the retailers have overcome them; and how some retailers have made the situation worse by attempting to ignore it.
Take a look at the report today and invest some time in understanding how to fine-tune your customer service offering on Facebook.