Social media has become a great tool to support customer service needs for businesses of all shapes and sizes. Facebook is important for business because it’s where the consumers are doing most of their engaging and sharing.
It’s a critical touchpoint for customer support and you need to recognize that. It doesn’t matter if Facebook isn’t your cup of tea- it’s the place where consumers go to post about their experiences with your brand and your competitions.
It's a Utility
Think of it like this, many now use Facebook like a phone. They post and they expect everyone uses to always be available. At this point in time, not having a Facebook account looks a lot like not having a phone to your customers and potential customers. So use it like it is being asked to be used- as a way to connect.
Potential clients are first looking up your company online. You might not believe it but they are using it to check out your company’s credibility. Facebook is expected and if you don’t you may send a signal to potential clients that you are not fluent in today’s online tools and socially skilled. In today’s society we view Facebook as a way to build your company’s credibility.
Drive Web Traffic
You can easily drive traffic just from people coming across your posts. Because of this, you might find that you get traffic simply because of your posts or mentions on Facebook. The thing is, if you don’t have a page, they can’t give you the mentions. So if you want traffic, you need to create a consistent posting schedule. You can also use multiple channels to work together to promote your content, services and products.
When a social platform is as large as Facebook, love it or hate it- you need to use it!