Many organisations have developed a presence on Facebook to promote their products and services. However, establishing a significant Facebook following has a knock-on effect for customer services as users expect support within the social media environment. All too often, organisations fail to meet this expectation, leaving queries unanswered or simply referring their Facebook followers to traditional email and call centre channels.

numero makes it easy for organisations to provide outstanding customer service within Facebook while integrating with existing systems to safeguard existing investment and processes. We do so through our Facebook and Support Portal and Agent Gateway

Facebook Support Portal

The numero Facebook Portal interfaces with back-office systems, so customers can self-serve within the page as well as accessing support via:

• Web Chat
• Secure Messaging
• Self Service F&Qs
• Email Contact Forms
• ‘Call me Back’ Functionality

The Facebook Support Portal is customer sensitive and plugs into your back-office system to access customer purchases and order histories. It is a white-label solution that can be integrated into any organisations’ Facebook page.

Facebook Agent Gateway

numero solutions for Facebook utilise our robust and proven inbound gateway. This eliminates the need for Facebook to be checked via a browser, ensuring instead that all activity is automatically monitored and managed to save time, money and effort. Any comments posted by customers are captured and intelligently interpreted to determine whether any action is required by the organisation; triggering a work item through a series of stages.

To learn more download the datasheet, sign-up for our regular tips or get in touch for a demonstration of our Facebook solutions.