Most companies nowadays already understand the benefits of social media and social media analysis for business. Not only is it used for marketing and promotions, social media is also a great tool to use to provide excellent customer service. However, which social media platform should you use?
In this article, we compare Facebook and Twitter as a customer service platform based on the following factors.
Search Function and Tracking
Twitter has a search function that you can use to track conversations about your business. Being able to keep tabs on your audience’s interests and views easily will also enable you to act upon them and provide proactive customer service. Facebook has a search function as well, however, it won’t easily let you view what your customers are saying about your brand unless they post it on your page.
Because tweets are instant, visibility is only an issue when your followers try to track previous or older tweets. However, Twitter is usually where people air their grievances first, which gives you an opportunity to also deal with them immediately.
Facebook, on the other hand, is more visible in the sense that it’s easier for customers to view and receive updates about your brand. They can also easily see solutions given to others that might help them as well. The challenge though lies on Facebook’s News Feed algorithm which reduces visibility running the risk of your posts not appearing on all of your follower’s feeds unless it is paid for.
On Twitter, issues can be discussed privately through Direct Messages. Twitter had already made significant improvements to their DMs, now giving brands the option to allow customers to DM them without the company having to follow them first. Secondly, brands can now always reply via DM to someone even if the person doesn’t follow them either.
Similarly, Facebook Messenger can be used to provide live chats privately. In fact, a survey reveals that 2,000 surveyed consumers found a 71% satisfaction rate from using live chats compared to only 61% from emails and 53% from apps.
Both Twitter and Facebook profiles allow brands to pin a post on top of the page in order to highlight certain issues. This makes it faster and easier for customers to view important messages that might be the solution to their problems.
With Twitter, customization of profiles is very limited. There is also a lack of apps that brands can use with it to increase customer support. Facebook, however, is highly customizable and works together with a variety of apps, such as those that allow you to set up a Feedback Form. Brands can also customize tabs and fill them with other important information such as FAQs, giveaway pages and the like.
Twitter limits tweets to only 140 characters, which can make it extremely difficult for customers and customer service representatives to freely converse with each other. Facebook, on the other hand, doesn’t have any typing limitations allowing brands to provide more high-quality support.
Both Twitter and Facebook has its own pros and cons in terms of using it for customer service. The bottom line is that you should choose the platform that will enable you to efficiently address concerns and keep your customers in the loop.
Communications between clients and businesses have become much easier through the development of social media networks. With our in-depth knowledge on the processes included in social media, you can earn not only successful transactions, but a more precise system of monitoring and managing of online campaigns, stronger brand loyalty, and generally an improved customer engagement, among others. Learn more!