Digital Customer Service Via Facebook

Over a billion messages are exchanged monthly on Facebook between end-users and businesses. Based on this stat, we can foresee that the demand for digital customer service interaction will skyrocket in the near future.

Social media has become a vital channel for companies to engage with their customers. Thus, to facilitate a multichannel customer experience, ThinkOwl introduced a new feature where client inquiries (tickets) can be sourced via Facebook.

Using this feature, customers can raise a service request simply by posting on Facebook's wall or messenger. These tickets would then be reflected in the multichannel inbox of ThinkOwl helpdesk software as cases where support agents would be able to take prompt action and resolve them.

Customer support via social media contributes in multiple ways. Some of the advantages are as follows:

  • Most social media responses are public. This implies that everyone can observe how the business handles customer service issues, creating a good brand impression.
  • Clients expect a quick response and do not like it when they change channels to get their questions answered. ThinkOwl facilitates support agents to contact clients via their current platforms.
  • The software empowers the service team in handling tickets posted on social media from a unified window where the support queries from Facebook are converted into cases. Also, an AI-powered engine scans the Facebook feed and filters queries that need immediate attention. Thanks to ThinkOwl's intelligent Guided Mode.

Customer Support Strategy via the Facebook channel

Let us explore how the Facebook channel works in the ThinkOwl Helpdesk Platform.

Backend configuration: First, there has to be a Facebook page that represents your company. Now, to set the process, account administrators need to connect and grant appropriate permissions to the helpdesk software to receive customer queries from the social channel.

Convert Facebook queries into Tickets: Customers can send messages through Facebook messenger or via wall post to seek assistance from the service team. Within the system, ThinkOwl creates a new case from the first customer message it receives, and all the subsequent responses and consumer replies are presented as messages in the same case.

Case Categorization: ThinkOwl's Multichannel Inbox denotes Facebook cases by its icon. It becomes more accessible for the agents to figure the source of the incoming message. Agents can also apply filters to view cases arriving from Facebook only.

It’s important to mention that ThinkOwl is backed by the dispatcher rules or dispatcher AI. This is a distinct feature where the system automatically classifies the cases into various categories. For instance, you can create a specific category for Facebook cases and set up dispatcher rules to divert these items to this category. Helps in better management of customer cases. 

Also Read: ThinkOwl’s AI Wizard — Intelligent Mechanism to Simplify Customer Case Management

Knowledge Resources: Service agents can send and receive attachments through the Facebook channel. The size of the files is limited to 15 MB where you can upload knowledge articles, files, and images as attachments.

Points to note – Both wall posts and messenger communication support different types of attachments. For example, wall post comments support only one attachment at a time (image or video), whereas through messenger, customers can send multiple photos, audios, videos, or files.

Route social media tickets: Once a ticket is logged in the system, the system assigns the appropriate social media cases to the suitable agents based on predefined rules. If you have a set of agents that are only responsible for social media support, you may establish rules to assign tickets to them automatically. This implies that the correct tickets are transferred to agents who are knowledgeable about that particular social media channel.

Options to edit, deactivate, and delete any associated Facebook page is also provided. In the context of editing any associated Facebook page, you can set the following rules to streamline the service process:

  • Create cases from wall posts
  • Set the Comment threading duration of visitor posts and page posts.
  • Select if comments on a post are added to the same case, or they create new cases.
  • The same applies to private messages on Messenger.

Also Read: Introducing Customer Satisfaction (CSAT) Survey for a Five-Star CX Program

The capacity to deliver brief, quick and instantaneous responses is one of the reasons why social media platforms have become a consumer favorite. And when it comes to troubleshooting and addressing service-related inquiries, it acts as a critical medium.

Leverage the power of social media while addressing customer issues or queries. ThinkOwl got you covered with all the necessary tools to deliver a five-star multichannel customer experience. Sign up for a 30-day free trial now.


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