Each individual person has their reasons for using Facebook. Some are looking for old high school friends to catch up with them; some are looking for old high school friends to see if they look better than them; while some are looking for old girlfriends/ boyfriends to see if they made the right decision in breaking up with them then, or should have kept them until now. So am I saying that this is what Facebook is all about? No. So, how many business owners are using Facebook as a customer service tool? That’s a question we have a pretty a good answer for.
An online market survey and software company called MarketTools did a survey in September of 2011. Over 300 companies with annual revenue greater than $10 million annually participated in the survey. What they found was that around 68% of companies actually had an online presence for their company. Over 40% used Facebook, over 20% had a Twitter account, and around 17% used a personal company blog.
Realtors are starting to figure out that social media is a platform where reviews of agents performance and services are shared. There are a lot of people spending time on Facebook talking about products or some problem with customer service they had that particular day. About a quarter of these companies surveyed (23% to be exact) are actually communicating their customer service and support via Facebook. This is something we all need to be doing.
The whole idea, from a business standpoint, is to find out what the customer really wants or has a problem with. We need to get on their level. Agents need to try and think like a consumer, and to do that you need to spend some time on the platforms your customers tend to frequent. With over 20% of the WORLD on Facebook now, that might be a good place to start. Let us know how this information helps you out with your business, and we will let you know how it works for ours. Thanks!