Customer Service on Facebook: Strategies for Building Trust and Loyalty

So you’ve grown your social media presence and have a consistent posting schedule on Facebook. But, the posts go out every week and no one seems to respond or interact. What now?

It’s time to start building trust and loyalty with your customers online. This may seem simple, but it isn’t always an easy task. Trust is often hard to gain and very easy to lose. 

However, there are a variety of ways to build trust through customer service on Facebook. Let’s take a look at some of the most effective strategies that can create brand loyalty.

Share Engaging Content

Getting your followers to interact with your posts is crucial when it comes to building trust. This starts with the content you’re choosing to share. Consider posting trivia and poll questions that encourage followers to comment on your posts. 

Another simple way to promote interaction is by simply asking followers to interact. In the caption, tell followers to like, comment, and share their thoughts about your post.

Encourage User-Generated Content

User-Generated Content (UGC) is one of the most powerful forms of marketing a brand can use. UGC is content that is created by your followers about your business. People like to see what real people think about a company or business. While UGC is a great way to promote your brand, you have to know how to earn it. 

One simple way to do this is through hosting a contest or giveaway. Encourage followers to post about something related to a product or service you offer and provide the chance to win a prize in return. Use branded hashtags so the content can be easily found and followers can see what other people are posting. You can then share this content on all your social media platforms.

Share Reviews

It’s always exciting to get positive feedback from your customers. You don’t have to keep it to yourself though! People are often heavily influenced by reviews. If you can create posts sharing a positive comment or review, followers are more likely to trust you.

It’s also good to highlight the importance of responding to reviews. Whether you get positive or negative feedback, go through your reviews frequently and respond to customers. People appreciate getting responses as it shows a company cares about the person and not just their money.

Educate Your Followers

Instead of constantly promoting your brand on Facebook, create educational content for your followers. Post about topics that are not as well-known, and educate followers further on content they’re familiar with.

When customers can get something out of the content you’re sharing, they are more likely to trust and respect your brand.

Use Facebook Groups

Facebook groups are a unique feature for Facebook that encourages followers to interact with your company. Groups are meant to be a place to connect, learn, and share with others who have similar interests. 

Creating a group for your brand allows you to post raw, authentic content for your followers to interact with. It also allows your followers to interact with one another. When setting up a new group, it’s important to set ground rules so your followers avoid spamming the group or posting irrelevant or inappropriate content.

Verify Your Account

A great way to build trust through customer service on Facebook is by getting Meta verified. This is a paid monthly subscription that gives you the verified badge, showing followers that Facebook has confirmed your company’s identity. 

This looks good to potential customers because it shows that you’re not a spam account, you’re notable, and you have a unique and complete profile. Verification helps to build trust with current and potential customers alike.

Ready To Enhance Your Customer Service On Facebook?

Building a positive and trustworthy reputation online isn’t always easy. It takes a lot of time and effort to understand what it takes to increase engagement and to implement new strategies.

You don’t have to work through this alone! Our experts at 1Eighty Digital have experience in customer engagement and understand how to gain trust and involvement. We’re here to help every step of the way.