The company's profile is also questions, messages and contact requests. It is worth determining who responds to them, which cases pass on and how they maintain compliance with the information on the website.
Set response limits in the profile
The person running Facebook cannot always prepare a valuation, confirm availability or settle the complaint. He should know what information he can provide himself and when he needs support from the team. This does not create promises contrary to the actual scope of the service.
The company serving customers from Warsaw and other places may have questions about the arrival, time or way of cooperation. The answer should be based on current rules and not on the suspicion of the person publishing the posts.
Prepare a short database of agreed information
It is not about sending an identical formula to each recipient. A set of current facts and references on which individual responses can be based are helpful. It should include the most common questions and the way of further contact.
- Who is responsible for the various types of cases?
- Where is the current service description?
- How can I convey a subject requiring individual analysis?
- In what hours does the team actually serve the news?
Do not ask to publish order data or other private information in a public comment. Use the appropriate service channel for cases requiring such data.
Forward Context Chat
When the subject goes to another person, take care of a brief summary of the needs and arrangements. The customer should not describe the same problem from the beginning of several employees. Also, determine who confirms taking over the case so that the application does not get stuck between the teams.
Browse questions for missing pages
If customers regularly ask for the same information, see if you can show it better in the offer. The profile becomes a source of practical topics to update the site. social communicationThe value of the service is the correct response and a smooth follow-up, not the mere number of messages or the immediate availability declaration.
