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From the author of Will You Need to Do Customer Service?

Will You Need to Do Customer Service?

If your company is B2C, there's a better chance that your customers are on Facebook than on Twitter. So if you want to improve your customer service, choose Facebook. Some pundits say that you should provide customer service via every channel your customers use; however, if you spread your staff too thin, they can't provide good customer service, and this approach will backfire.

Whatever you choose, place links to your social media page (that is, your Twitter or Facebook page) on your website and in your email messages to reinforce your preferred place for social media interaction. If you're a B2B company, make the decision based on how many of your customers and prospects are on Twitter versus Facebook.

No matter what kind of company you represent, take into account which site has more prospects for you. Even if more of your customers currently use Twitter, if you see more growth potential on Facebook, it might not be long before more of your customers are on Facebook.

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