Here’s a couple of points you should keep in mind when offering support on your Facebook fan page.
Consumers often turn to Facebook if they want to provide a testimonial or make a complaint.
Keeping track of the different types of feedback you get on your fan page will allow you to further improve your product or service.
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Your customers will have all kind of support preferences. Others will look for your email address to drop you a couple of lines.
A growing part of your customer base will look to a different channel: your Facebook Fan Page.
Having a chat option on your Facebook business page will definitely help your customer service, but what about wall posts and direct messages left by customers? The Tickets from Facebook integration will allow you to receive all wall posts and direct messages from customers as tickets in your Live Chat.
This, combined with the Live Chat for Facebook Fan Pages, will allow you to manage the entirety of your Facebook customer straight from Live Chat.
That can get a bit tricky with the cumbersome Facebook interface that simply is not suited to creating good customer service.
However, you can get around that by using Live Chat on your Facebook Fan Page.
Next, you need to select which Facebook fan page should have the Live Chat option.