7 Essential Tips to Deliver Stellar Facebook Support

As a latest addition to the courses on Freshworks Academy, here’s a video where we talk about how you can deliver stellar customer support on Facebook. 


Customers frequently discuss their grievances about businesses on Facebook. They also often go to Facebook to get recommendations from their friends. This makes Facebook a huge public platform where you need to get customer service right.

Hi! I am Akkshaya from Freshworks Academy and I am going to discuss ways to make your Facebook customer support better.  Before we talk about how to do that, let’s discuss the most essential thing a business needs to have on Facebook:  

A Business Page

A Facebook business page helps people learn about what your business is, how to contact you and where you are located. Your Facebook page will have a menu on the left side that allows your customers to view information such as your about page, photos and videos, events, reviews, and posts. 

It will be a good landing page for those who are searching for services related to your business online. It will also be helpful for those who are recommending your business to others as they can explore it without leaving FB.

After you set up the business page, whenever your customers have grievances, they are more likely to talk to you instead of talking to each other. Now, let’s get down to the tips that you can use to nail Facebook support.

Read the Comments

I know this is obvious, but it is really important to understand what customers are saying about you on Facebook, once you have a Facebook page.

Look for opportunities where you can offer assistance and follow conversation threads to understand how your customers are reacting to your new product or service.

Make Responses Personal


Humans like to be social and make connections. So don’t be afraid to show your personality while replying to comments. Make sure that you greet the customer with his/her name and also, sign off conversations with your name. This lets you build a good rapport between you and the customer and reminds them that there are people behind the brand.

Use Messenger

Messenger is a chat tool that exists on your Facebook page and is a great way for customers to get in touch with your brand. Messenger allows you to automatically initiate conversations and send a custom greeting to anyone who messages your page. You can also use messenger on your website or app by connecting them to your Facebook page. 


If you primarily use your page to support customers, your page button can also be connected to your messenger. You can also use other apps like ManyChat that lets you send automatic responses if certain keywords are found in the customer’s message. This will help you solve simpler problems without human intervention.

But the important thing here is to make sure that customers are only one step away from a human. This way, even if they are not satisfied with the auto response, they can immediately talk to an agent.

Respond quickly


60% of people who reach out to brands on Facebook expect a reply within an hour. One way to make sure you respond quicker is by assigning a dedicated support person for your Facebook page.

Another way of doing this would be to use customer support software like Freshdesk that allows you to remove unwanted noise and tend to customers who need your help. 

Set Expectations

Your team cannot be available round-the-clock just so you can meet the 1-hour response deadline. And customers don’t expect you to be available 24/7 either. They just need to know when they can expect a response.


You can do this by scheduling your business’ away time and set up an appropriate message to let the customer know when they can expect a response. This also stops Facebook’s algorithm from penalizing you for not being responsive when you are not available and helps you maintain your responsiveness rating.

Set up a Facebook Support Group

You can have your customers help themselves by setting up a group. This way, instead of contacting you with simple problems, they can just post it on the group and get help from other customers. The tricky part is getting people to join the group. The likelihood of people joining will increase with the value you are offering to them.


Just like how you would with a Facebook page, putting out relevant content – which could be in the form of polls, pictures, videos or by going live – can really help you build your brand and also acquire new leads for your business.

You can also use Groups insights to find popular days and times to post based on engagement levels or learn more about your members.

Anticipate Issues and Reach out Proactively

Keep an eye on what the customers are saying about you and reach out proactively even before they need help. This kind of approach involves getting a social media monitoring tool that monitors the mentions and keywords relating to your products and industry.


Proactive support surprises and delights the customer. It shows that you genuinely care about them. Follow these 7 tips to create a unique Facebook strategy to win customers over.

What are the strategies that you use to effectively handle Facebook support? Let us know in the comments below. Thanks for watching! If you liked this video, give us a thumbs up and subscribe to our channel.

For more useful content, enroll in the Freshworks Academy. Until next time, bye and happy supporting!

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