(3 posts)

When trying to help a brand engage in the social media world a good way to approach it is the same way someone would approach a stand-up comedy performance.

As the social world advances, consumers are turning more to location-base social networks to showcase their favorite places and redeem deals for checking-in. There have been discussions among Facebook Developers the past few weeks regarding the new features being released for Places and Pages that began rolling out on July 13th. These features are designed to help brands establish a more localized presence on Facebook, while also making the experience more useful to the Facebook community. However, there are limitations in not providing a custom experience for consumers. These new features will be rolled out to pages automatically and follow the previous set-up of parent-child relationships.

This month we have discussed how brands are using Twitter, YouTube and Facebook Walls to address customer service issues. Continuing our Social Customer Service Month, let’s take a look at how brands are using customer service applications to address consumer needs through evergreen – or “always on,” rather than campaign-based – solutions. Since the Facebook Wall can become clogged for large brands, it can become difficult for customer service questions to be funnelled properly in order to get the best possible response for the user. These evergreen solutions can be presented to the user in various ways ranging from an FAQ to a rating system to static tab that directs users to real-time customer support.