Frustration With Facebook

Tue, January 20, 2009

Tags: Brands, Consumers Researching, Customer Serivce, Facebook, Public Relations, Social Networking

When Facebook drew up its original business plan, do you think it factored in ‘customer-service’ as an expense that had to increase in time? Their number of subscribers grow by thousands daily – do you think behind the scenes they have a customer-service group that is growing proportionally to subscriber growth? I highly doubt it. As more and more people use Facebook as their hub for social networking, the more responsibility they are going to have to offer real customer service that lives up to consumer expectations. They disable pages all of the time for reasons unknown to the owner and then, to top it off, they don’t have clear directions for customer support to address their issue with your page. It’s a common problem (one that we have seen plenty of times) and I think they really need to figure out a way to address their online support. If they don’t, more and more of the stories that I have included in the link below will continue to pop-up. What could be worse for a social network brand than having your customers worried if their primary social network account could be disabled at any time without warning?

Here’s an interesting story of someone who just went through this with Facebook.