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The Customer Service Comeback on Facebook [Infographic]

Customer Service

The power of Facebook has impressed many of its users, giving them the ability to speak to family and friends and share their lives virtually together no matter the distance. It has also become a fantastic hub for businesses to express personality, share promotions and gain customer loyalty and trust.

However, Facebook has done much more, it has made a customer service comeback for businesses. Allowing Facebook users to speak with companies directly and quickly; expressing their concerns and exciting their praises.

In fact 1/3 of consumers are using social media to engage with their vendor of choice. Facebook has become the most valued tool as a social media lead generator, its platform for Business to Consumers (B2C) with 77% stating that they have received a customer from their Facebook page interactions.

Engaging with customers through social media can help your business gain advocates for your brand, advocates voice their joy of how you have treated them, sharing this information with their family and friends and therefore amplifying your reach on Facebook. You also need to keep in mind that the average B2C advocate has roughly 200-400 people within their Facebook community alone. Let’s not forget the power of peer-to-peer influence since studies show that 61% of consumers will buy from a brand that is recommended by another customer or more so from a family or friend.

Facebook is where your company’s customers are with 1 in 4 users checking the site up to 5 times daily; therefore your presence is a necessity if you want to earn your brand’s credibility online.  More importantly making connections with people based on an emotional distinction with your brand can increase a new customer and providing availability to consumers through social media is direct customer service that can keep a current customer happy.

Learn more about the statistics of Facebook for B2C and How Businesses Are Making Friends on Facebook in the following infographic created by Ambassador.

Businesses on Facebook

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This article originally appeared on Socialeyezer.

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