We have a Facebook product page. Some people like to ask support questions there. I’m very impressed with how streamlined Facebook has made this process.
- You can easily see the customer history
- Tagging, private notes, saved replies (snippets) are all implemented in a lightweight way.
I wish I didn’t have to split support effort between emails and Facebook. But if that is where the customers want to write, then I’m glad Facebook is doing this well.
I wish our helpdesk software (Freshdesk) did these things as well as Facebook does.