It seems that for small businesses it is tough to understand the marketing and ads on Facebook. In order to solve this issue Facebook has taken a step ahead. The Customer service department of Facebook has developed Salesforce-powered system that is under the process of testing. Through this system the businesses can contact Facebook through chat rather than a phone call. In this way the merchants can quickly get the answers of their question while running their business at the same time. This will also help to cut down the Facebook's call center costs.Not much people know about this program but it is running since past few months. I contacted Facebook and they have confirmed about the existence of this system. They said that it was not built through a partnership rather it was built on Salesforce license of Company. This program is different from customer support that was added for Pages, which allows the customers to send messages to the owners rather than writing them down on the business wall.
By introducing the customer support chat, Facebook is trying to make the process easier for the owners of small businesses. Through this the small businesses can contact their customers easily. Small businesses do not have the money to hire social marketers. They try to promote their business by themselves. If these owners will gain the confidence of using Pages and Promoted Posts they won't hesitate to invest their time and energy on this.
Many people do not like to contact through customer service call as they cannot handle the business and calls at the same time because of hold times and automated menus. Customer service chat is a good way to contact Facebook as it will save the owner's time and they can chat while looking after the customers at the same time.
Facebook is now running 12.8 million Pages for small businesses among which 8 million are active each month.
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