Complete One asks: Could Facebook's new features make it a useful customer service platform?

Newcastle-based sales and marketing firm, Complete One has looked into Facebook’s new features and asks whether this could make the social media site a useful customer service platform.

This month, Facebook revealed that it is now home to 50 million active business pages. This has led the social media site to concentrate on making itself more business-friendly. The site recently introduced the messaging functionality that allows Pages to facilitate communication between users and businesses as well as a prominent call-to-action button. However, Facebook is not focusing on improving customer service features. Here, Complete One have revealed the new Facebook features which could make a difference to customer service on the platform.

Response time display:  
Facebook now displays average response times on a page and admins can also change this figure. Meaning that if a Page typically responds to messages within an hour, the can set their visible response time to within a day and set customer expectations accordingly. Businesses can also configure an “Away” mode to let customers know that they are not currently available to respond to messages as quickly as usual, and can create Away Messages and Instant Replies, which function like email autoresponders.

A redesigned inbox
:  The redesigned inbox makes it easy for Page admins to view past messages from a particular user, and to quickly view basic profile information, like location, alongside the user’s message. Additionally, Page admins are now able to tag conversations and add notes about users.

New comment tools:  
Facebook has created a new tool that businesses can use to monitor and respond to comments left on their Pages. Using this tool, Page admins can identify comments that need to be responded to, quickly view information about the user who posted the comment, and manage workflow, like marking comments as responded to.

Complete One highlights how it is great that Facebook are addressing these customer service techniques and helping to aid businesses in their customer service routines. The firm believe that consumers want communication across multiple platforms and Facebook is a great method to achieve this. However, the firm believes that personalised, face-to-face customer service will always be the best and most direct method. Complete One believes that consumers want that human interaction when they have a query or a problem as opposed to someone behind a computer screen.

Complete One is an outsourced sales and marketing firm based in Newcastle. The firm specialise in a personalised form of marketing whereby they are able to represent their clients’ brands through face-to-face marketing campaigns. By connecting with consumers on a one-to-one basis the firm are able to establish long-lasting and personal business relationships between brand and consumer. This often leads to increased customer acquisition, brand awareness and brand loyalty for their clients. 

Complete One Look At The Benefits of Social Media Marketing

Social Media is simply a new marketing platform companies can use to increase their exposure and build an audience. Sites such as Facebook, Twitter and Pinterest, just to name a few, generate millions of traffic on a daily basis. The exposure companies can garner, almost in an instant, illustrates the power of social media and the influence it can have has become undeniable.

Complete One examine the benefits of social media marketing;

Brand Recognition - Consumers purchase decisions are often influenced by brand recognition. You only need to take a look at Coca-Cola's advertising budget to see how incredibly important brand recognition is. They are one of the most recognisable brands in the world and yet they still continue to spend an average of $2.5 billion every year on advertising. Social media is an extremely powerful brand-building tool. With social media, you can control how you want to position your company and what you want people to know about what you do. It allows you to build a reputation for your brand around your company’s values, benefits, and advantages.

Customer Service - If you are looking for a way to field customer comments, concerns, and questions, then social media to be extremely beneficial. Customers using one of the common platforms like Facebook or Twitter can easily communicate directly with you, and you can quickly answer them in a public format that lets other customers see your responsiveness.

Influence - As your following increases, your influence grows. Having a substantial social media audience creates a snowball effect that can attract new customers, clients and other business opportunities. It’s a bit like when you see a crowd hovered around something, you can’t help but want to see what all the fuss is about, so a large audience will only attract more interest.

According to the 2013 Social Media Marketing Industry Report conducted by Social Media Examiner; 89% of respondents said that social media marketing has generated more business exposure and 64% saw lead generation increase by using social media 6 hours or less per day.

These statistics illustrate the tremendous influence social media can have and how important it is for companies to incorporate it into their marketing strategy.   

Complete One's 10 Golden Rules For Providing Excellent Customer Service

At Complete One we firmly believe that our success has been built on always putting the customer first! Below are our 10 golden rules for ensuring great customer service.


1/ The old adage, the customer is always right, should always be remembered. Your main objective is to service and satisfy customer needs and strive for customer satisfaction!


2/ Be a good listener. Take time to identify customer needs. Effective listening and undivided attention are particularly important on the show floor where there is a great danger of looking around to see to who else we could be selling to.

3/ Identify and anticipate needs. Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs.

4/ Make customers feel important and appreciated by treating them as individuals. Always use their name when talking to them as it personalises their experience. People value sincerity and It creates good feeling and trust which hopefully builds a relationship which will lead to brand loyalty.

5/ Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it and figure out how to later. Try to make doing business with you easy and always do what you say you are going to do.

6/ When something goes wrong, apologise. Customers appreciate it. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain and value their complaints as it gives us an opportunity to improve our service.


7/ Think of ways to elevate yourself above the competition. It can be a crowded market and by changing small aspects of your business it could lead to greater customer acquisition rates.


8/ Get regular feedback, encourage and welcome suggestions about how you could improve.


9/ Treat the people you work with well, they are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are.




10/ The golden rule of customer service is always put the customer first! Ensuring they have a positive experience when dealing with you should be your number one priority.

Complete One On How To Work Smarter, Not Harder

How many times have you found yourself saying “there aren't enough hours in the day”? Wishing there were 30 hours in a day instead of 24.  We often found ourselves overwhelmed with the amount of work we have to complete on a daily basis. Here's some food for thought, work smarter not harder!


The main problem is getting bogged down with menial tasks rather than prioritising. Below are some excellent tips to help make your day run more smoothly and productively.


1/ Get An Early Start

It seems so simple but by starting your day earlier, you will inevitably be more productive. The urge to snooze your alarm in the morning plagues nearly all of us. Don't be tempted, get out of bed the first time your alarm goes and get your day started. It’s so much nicer and less stressful to get an earlier start on something.

2/ Complete The Most Important Tasks First


This is the golden rule of time management. Identify the tasks that are most crucial to be completed first allows you to get the most important tasks of the day out of the way first.

3/ Learn To Say “no”

Agreeing to help a colleague or attending a meeting you hadn't pre-planned for can set back your whole day. Although being able to juggle various engagements and manage your time well is a great skill to have, your main objective should be to take on only those commitments that you know you have time for.

4/ Devote Your Entire Energy & Focus To The Task At Hand

Don't allow yourself to be extracted by your phone or your favourite social media site.

Concentrate on one task. At a time. Concentrating solely on one things naturally produces greater results than trying to multi-task.

5/ Commit To Your Plan And Follow It Through

Don’t flake on your own plan to do something! Be resolute. Be committed. Be professional about it, and follow through. A will to accomplish what you decide to accomplish will take you anywhere.