[joelrunyon]

On the other end of this - this sucks. Anyone who has a Facebook page now has users encouraged to message them (and you get scored if you respond too late). Just found out this out later & it's a headache when you're trying to funnel people through your actual customer service channels and not trying to handle things on Facebook. ugh.

[kitcar]

If your goal is to have ecstatically happy customers, you may want to begin thinking about your customer service channels as wherever your customers want to talk to you, versus where you want to talk to them.

I know its a lot of work / not possible for all businesses / makes running the business more difficult, but hopefully minimizing unhappy customers should result in sales growth which offsets the investment in customer service.

[joelrunyon]

That's true, but by directing people to where we CAN help them & track their data / info, we're better able to do that.

It'd be great as an "optional" feature, but the fact that they enable it automatically & grade you on that basis is a bit ridiculous.

[awad]

Would software that unified your owned channels vs their owned channels help you here with data/info unification help you here?

[nl]

Don't most customer service platforms support Facebook now? Salesforce certainly does: http://www.salesforce.com/service-cloud/features/social-cust...