Why does someone visit your Facebook page?

shutterstock_173594543

People connect with brands on Facebook for a variety of reasons, ranging from contests to a pure love of the company and products. But when a user visits a company’s Facebook timeline, a recent study shows that they’re looking for customer service.

According to a recent study by Accent Marketing, 82 percent of people surveyed use Facebook to speak with a customer service representative. Additionally, two thirds of consumers use Facebook to seek out deals and promotions — 80 percent of these opportunists are Baby Boomers.

Accent’s study summed up how consumers use the social network:

Facebook offers a unique outlet for brands looking to move beyond traditional customer service channels. More consumers are turning to Facebook to interact with brands than any other channel, showing that they expect brands to be prepared to respond and solve customer questions and complaints. Brands looking to take advantage of this opportunity should focus on empowering social media managers to quickly and effectively listen and respond to customer concerns and issues.

Other Facebook-relevant findings from the study:

  • Nearly half of all consumers (44 percent) expect a response from brand on Facebook over other social media channels
  • Nearly half (47 percent) think that Facebook is the quickest social media channel to solve customer service issues
  • Facebook ranks high for consumers expressing both positive (nearly 40 percent) and negative (nearly 30 percent) brand experience

Screen Shot 2014-06-27 at 11.22.56 AM

 

Marketing with Facebook Insights

Mediabistro Course

Marketing with Facebook Insights

Starting October 2, use Facebook’s analytics tool track and optimize your marketing efforts! Taught by the group marketing manager of social media at Microsoft/BingAds, Geoffrey Colon will show you how to measure key performance indicators and make your data actionable. Register now!

 

Leave a Reply

Get the latest news in your inbox
interested in advertising with inside facebook?

Social Media Jobs
of the Day

Marketing Associate

Wainscot Media
Montvale, NJ

Assistant/Associate Professor - Social Media

SYRACUSE UNIVERSITY
Syracuse, NY

Campaign Manager

Interactive One
New York, NY

Digital Marketing Director

McMurry/TMG
Phoenix, AZ

Social Media and Communications Assistant

Carnegie Endowment for International Peace
Washington, DC

Featured Company

Join leading companies like this one and recruit from the nation's top media job seekers on the Mediabistro Job Board. Every job post comes with our satisfaction guarantee. Learn More
 

Our Sponsors

Mediabistro A division of Prometheus Global Media home | site map | advertising/sponsorships | careers | contact us | help courses | browse jobs | freelancers | content | member benefits | reprints & permissions terms of use | privacy policy Copyright © 2014 Mediabistro Inc. call (212) 389-2000 or email us