Facebook Pages Become Customer Support Centers

August 17, 2010

Consumers are the driving force behind any successful business. Many companies are behind when it comes to their CRM (customer relationship management) and though they may have excellent products customers are unable to get the quality support they need and deserve. Issues with customer service can lead to customers jumping ship and taking their money elsewhere. Many businesses have Facebook pages aimed at consumers. Facebook is improving by “brining customer service software to businesses living inside the world’s biggest social network.” “Facebook Pages Become Customer Support Centers” provides a little insight on the new support system designed by Parature. Customers will be able to choose from several different options and find the answers they need quickly. Users will no longer be a victim of the dreaded phone tree Hades. A language processing vendor will become one of the first to use the new service. Time will tell if this customer service software is effective but sometimes talking to a real person is the best fix. We think this repurposing of Facebook has significant implications for the hapless customer support search sector.

April Holmes, August 17, 2010

Written by Stephen E. Arnold · Filed Under Business strategy, Cost, Enterprise, Facebook, News, Online (general), Search, Text processing

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Stephen E. Arnold monitors search, content processing, text mining and related topics from his high-tech nerve center in rural Kentucky. He tries to winnow the goose feathers from the giblets. He works with colleagues worldwide to make this Web log useful to those who want to go "beyond search". Contact him at sa [at] arnoldit.com. His Web site with additional information about search is arnoldit.com.