Social customer service is the practice of providing consumer support and guidance through social media channels such as Facebook to provide quick and relevant responses. Nowadays customers are looking for a fast resolution to their problems, which makes social customer support invaluable, especially through Facebook . Clearly, social media giant such as Facebook has evolved to become more than an emergent platform for marketing and advertising.
The CommBox Facebook module allows you to easily connect Facebook pages to the platform. It enables you to engage and manage all your and your customers’ page posts, wall & timeline, likes, comments, reactions, mentions, reviews, Messenger messages, and even Dark Posts (ads that do not appear on your timeline) – all in real-time!
Auto assignments – You can enable auto-assign of conversations to agents by several parameters like workload, skill, permissions, etc. Additionally, you can allow agents to associate responses, and assign the conversation to the last agent.
Auto messages – You can now send automatic auto-messages after user first message, to give an instant response via the Facebook channel. Customize the message according to your business specific use case.
Customer Satisfaction Survey – Use customer satisfaction surveys, This feature lets you manage when you send the survey, What will be the possible answers the customer can choose from, and a Thank you response message. A complete solution for all your customer satisfaction needs and all through CommBox and your company Facebook page.
Split conversations – in private messages through Facebook it is possible to set that after 24 hours with no communication from the customer’s side, the conversation will be marked as “resolved”, and any communication from the customer’s side after that will be considered as a new conversation.
Privacy & security – You can manage how to receive media files through Facebook, Upload files also for the agent side, and discard sensitive data.
We’re extremely excited to announce that we have changed our company name to CommBox. It’s still the same company with the same awesome people! just a new name, a fresh look, and a brighter future.Read full story