We’ve heard many great thing about how online communities can strengthen and increase the value of customer service, but what happens with the online communities themselves have poor customer service? According to Caroline McCarty, many Facebook profiles have suffered from a recent outage. They’ve contacted both her and Facebook for a response, but little has come from Facebook in terms of customer support. After contacting Facebook, users only got back minimal responses that stated that their information was in no way compromised.
Is this acceptable? As one of the most highly trafficked web pages, should they work to support their customers better? I think so. Because to stay on top of the social networking world, they must continue to connect and listen to their customers, instead of leaving their questions about their accounts to go unanswered for days.
Caroline McCarthy at The Social reports on Facebook’s marketer-savvy fan pages. The pages, which are a nice bridge between direct marketing and profile pages will be revamped today as Mark Zuckerberg and other executives unveil the “new evolution” of fan pages. McCarthy reports, according to a blog post at Advertising Age, the redesigned “fan pages” will look a lot more like regular Facebook profiles, which got their own revamp last year. This means their content will be distributed on tabs, with external applications aggregated primarily on their own tab. Also, according to the AdAge post, activity from fan pages will show up more in members’ news feeds, giving those brands more visibility. Beyond that, we (CNET) don’t have too much more information about what the announcement will entail. So as we wait for this afternoon’s announcement, what do you think will be the success of these fan pages? We’d like to hear your thoughts on Twitter or in our comments section.