Facebook auto comment settings1/11/2024 If you don’t have a working response system in place that deals with them quickly, such instances can put your brand’s reputation at risk and can mess with your organic search results. Why is this important? Because if your customers don’t get the support they expect, they are likely to share that information with the people in their networks.Įven if sometimes these are inaccurate or exaggerated ‘rants’, they can have a strong impact due to their visibility and virality (how quickly the information can be shared with other users). Why is social media customer service so important? In this article, we’ll show you how to properly set up smart automated comments and messages on Facebook with NapoleonCat. Social media has made it possible for businesses to listen to their customers and reply to their comments and messages in real time.ĭon’t let that scare you! Instead, use it to create competitive advantage. Gone are the days where brands are just talking to customers through one-way channels. Social media customer service (or social media customer care) refers to offering customer support through social media channels, like Facebook or Instagram.Īccording to research published by Website Builder 1, 90% of social media users have used social media as a way to communicate with a brand or business and 63% of customers expect companies to offer them support via social media channels.
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