The Facebook Fan Page as Web-Based CRM Channel
Companies are finding creative ways to use Facebook fan pages for customer relationship management.
ClickZ's Christopher Heine has been taking a look at the ways that Facebook fan pages are now being used for customer relationship management.
"Walmart, Dell, Comcast, Toyota, Domino's, Taco John's, and Teleflora, among others, have been proactively addressing customer concerns on Facebook," Heine writes. "If questions cannot be immediately answered, their social reps normally direct 'fans' to a Web page, toll-free number, or customer service e-mail address in a follow-up post."
"But there are other types of simple-yet-interesting CRM/loyalty tactics being used," Heine writes. "Toyota has been constantly posting comments under 'fan' car photos as it continues to reach out to consumers in the wake of its scandal. A post on March 21 read, 'Congrats on the new Tacoma, T.J.! Thank you and your family for your continuous support.' Seven other similarly toned comments were posted by the Toyota rep within the same hour on that evening."