urn:uuid:9290bba6-9c44-ada2-f522-d70bf40dc20d http://gethuman.com/Facebook/news_301/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:f55fc906-a638-28a4-1042-2aa4fa4ba455 2010-07-27T01:45:10+00:00

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urn:uuid:4d49201d-351f-5f0a-134a-4973951f614f 2010-07-22T00:43:59+00:00

GetHuman.com users already know, Facebook, despite all the rave reviews and the $1 billion valuation, recently came in last for customer service for social media and e-business companies. In the most recent American Customer Satisfaction Index, Facebook received a score of 64 out of 100, on par with the airlines and the cable companies...the worst offenders of poor customer service. While the poor score is no surpirse to readers of this space, the company that conducted the survey, ForSee Results, was able to not only inform the company of it's poor result, but they were also able to get a quote from the company. That's no small feat for any person who has ever tried to get an answer from Facebook.

According to the unnamed Facebook representative, when asked for a response to the company's poor result, he claimed "We haven't reviewed the survey methodology in detail, but clearly we have room to improve. Building a simple, useful service is the best way to earn and sustain the trust people put in us. That's why we spend so much of our time and energy focused on improving the products we offer and introducing new ones. We look forward to the next survey." Um, hey buddy, room to improve? How about not adding new applications or improving the existing ones and oh I don't know, adding a phone number that people can call when they need an answer? Right now Facebook has canned online responses where customers can choose to solve their problem from a list of frequently asked questions. Unfortunately, if the answer is not in one of the drop down menus and you need to contact the company, you are out of luck. One of the biggest complaints we get is about a lack of response from Facebook.

The good news is that the company is becoming more aware that while the current valuation is nice, in a company where the product is driven by people, if those people are unsatisfied, they will go elsewhere. Clearly the current setup in the customer service department is not working for Facebook, so hopefully now that the company is more aware, they'll begin focusing on the customers needs and will clean up what is one of the worst customer service departments that we recieve requests and complaints about. As we've seen in other fields, companies are becoming more aware of the impact of effective customer service, and are choosing to invest more money in them to retain happy customers, and for a while it appeared that Facebook just did not care. Hopefully this is the dawning of a new day for the company.

To read more about the recent survey, urn:uuid:32d8b193-17f5-a80b-59e4-277a6c738418 2010-07-20T19:08:22+00:00

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urn:uuid:50d630d3-f030-1e27-4ee3-644a23a224b6 2010-05-07T13:23:43+00:00

GetHuman.com is the fact that Facebook has terrible customer service, and in fact, does not have a customer service number listed. Every week we get numerous requests for better cheats for the company, and every week, we come to the same conclusion, there just isn't a good way to get in touch with Facebook. It comes across that the company just doesn't care about serving it's 400 million users in that regard. For those who haven't experienced the frustration yet, essentially Facebook has posted a series of frequently asked questions, with canned responses listed on the website. If you have a specific question that can't be answered on the FAQ's, you can email the company, and they will make sure to never email you back.

What's even more interesting is a new application that Facebook allows on company pages, that essentially creates a customer service portal for each company. Parature has created an application that allows customers to ask for support, open a support ticket, and even have a customer service chat, right on the Facebook page. So let me get this straight, one of the biggest complaints from Facebook users, besides the continually changing privacy issues, is the lack of customer support. So, instead of throwing money at the problem and trying to fix it, Facebook instead continues to ignore the problem, yet helps create a platform for it's users to post their own customers service department? How does that make sense?

Facebook, one of the best ways to create brand loyalty is by listening to your customers and providing them what they need. When you don't, you come off as just another greedy corporation that is only focused on making money, and not building a reputable brand. If you take the time to allow and profit from applications such as the one created by Parature, maybe it's time to look in the mirror and provide a customer service number, or anything better than the terrible system that is currently in place. If you would like to learn more about the Parature customer service application, Follow this link. ]]>

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urn:uuid:08c725f0-74a5-e6c5-1bac-95d54f52fcd8 2010-01-27T17:30:20+00:00

Gethuman volunteers are obsessed with finding customer service options for Facebook. On a daily basis we receive a lot of requests asking for assistance in contacting Facebook. While it's not a huge development, Gethuman was able to find a mailing address for Facebook. You may write to the company at: 1601 S. California Avenue, Palo Alto, CA 94304.

The address was discovered when volunteers were tipped off about a valuable, but often overlooked customer tool; the privacy policy. Any website that collects data from its users is legally required to present a privacy policy, and all privacy policies must display a physical address to send mail to. It is important to note that the address provided by the privacy policy may not be staffed to assist with customer records, transactions, customer service systems, and other customer service resources,but it is one more tool to help you locate and talk with actual humans. Let the Gethuman community know if these addresses help. ]]>

urn:uuid:4259d77c-f37f-0b20-58c0-23b61a58e190 2010-01-05T02:50:03+00:00

Gethuman are kind of obsessed with Facebook but not for the reason you might think. Facebook claims to have 350 million users yet the social networking site offers very little in customer service to those millions . Gethuman volunteers have spent hours mining for some direct link to Facebook. They've retrieved some pretty good stuff but there is still no "one stop" cheat. So it is of interest to us when Facebook shows some signs of caring about it's users.

Recently Facebook sent users a multiple-choice survey asking how they felt about the sites updated Newsfeeds. What makes this Facebook survey a little different is that possible responses to questions range from "made me feel a lot worse” to “made me feel a lot better". It's an interesting concept that a company be concerned with how a service made a customer feel in addition to if it worked. The problem is Facebook seems to neglect that taking customer's concerns into a account requires more than survey's about urn:uuid:ad659575-3ebc-fb32-14a3-691352c5fffb 2009-12-29T22:53:42+00:00

Facebook has finally gotten around to providing customer service to its millions of users, kind of. Facebook recently updated it's Help Center, which includes a new search results page, an improved left-hand navigation bar as well as a “Help Discussions" buttons which shows user-generated discussions on various site features. Each FAQ answer and community discussion thread now comes with it's own unique URL so users can share them easily with others in need.

So if you're looking to get someone from Facebook on the phone it seems that the company is still a long ways from providing such convince, but they're making "progress". Let the Gethuman community know if the new Help Center is a helpful resource or just another way for Facebook to ignore the millions of customers who generate Facebook's value]]>

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urn:uuid:5d0d6930-a437-9f60-5045-4714da4faa15 2009-11-04T15:43:18+00:00