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Will Facebook become an important customer service platform for companies?
I'm wondering what companies are using Facebook as a customer service platform? What has been your experience of it as a customer whether to complain, ask a question or provide feedback? Do you think Facebook will become increasingly important as a platform on which to provide customer service?
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I think it's increasingly important to be on Facebook and provide a way for people to get support - but I don't think Facebook is a support platform. Walls are public, unsearchable, and relatively untrackable. They're just not a good place to do support.
I /do/ think we'll see more companies integrating customer service tools (disclaimer: I work at UserVoice, and we build such tools) into their Facebook page so fans on Facebook can easily submit issues into the same system that customers do on the company website.
Facebook itself = a terrible customer service tool.
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