Great article from Mashable to demonstrate how large companies are really starting to use social media more and more to operate their customer service online.As Facebook continues to balloon in size, so too do the audiences that find, “like” and engage with brands via their Facebook Pages. Tomorrow, customer service software maker Parature will release a Facebook application that will help brands enhance the quality of customer service they can provide via Facebook.
Parature for Facebook is designed to make a company’s Facebook Page double as a full-featured customer support center.
Parature joins the likes of Get Satisfaction and its Social Engagement Hub in bringing customer service software to businesses living inside the world’s biggest social network.
Customer Service Inside Facebook
Once installed, Parature for Facebook becomes integrated into the whole Facebook experience. Page visitors can access the help center via the support tab, but all conversations posted to the wall will be monitored for pre-defined keywords as determined by the company.Parature for Facebook includes four key modules: Find an Answer, Ask a Question, Chat with Live Agent and Monitor. Find an Answer is the self-service knowledge base sub-tab in the support section where customers can search for answers to their queries. Customers can also submit a ticket via the Ask a Question form, or click to start a live chat with a company representative. Monitor is the admin-only section of the app where company representatives can view tickets and flagged wall posts.
Facebook support items are also pulled into the company’s Parature Service Desk software, where they can respond, delegate and handle as needed.
Thursday morning, Rosetta Stone will be the first company to launch with the Parature for Facebook customer service features. “We put incredible focus on our learners’ success; and providing a superior overall experience. This will encourage our learners to socialize with Rosetta Stone at any time, from anywhere, in multiple languages, and in a manner that fits in well with their communications style. Parature for Facebook is another strategic channel to help us accomplish this goal,” said Jay Topper, senior vice president of customer success.
Do you think Facebook Pages can serve as an effective way to provide customer support? Let us know in the comments.
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