Customer service on

Facebook
Description of the
platform
◦ Facebook is a platform which allows you to share photos,
videos, and messages with friends on the platform.

◦ The platform is very popular among older generations as it

is relatively easy to use, and is accessible in 157 countries
out of a total of 167.

◦ The platform has been around since 2004 (almost 20 years

now) when it was created by Mark Zuckerburg for
Harvard students.
Advantages of the
platform
◦ The platform is widely accessible even for
businesses. The user is able to comment on posts or
advertisements made by the business. The user is
also able to react to the original post/advertisement
as well as react to any replies they have received.
◦ The platform makes all comments or reactions
public, allowing customers to receive a full view of
the business and its reviews. The business cannot
delete comments, unless they go against community
guidelines, so harsh criticism is not removed.
Disadvantages of
the platform
◦ Many users of the platform
may be prejudiced towards the
business because of their own
views or beliefs. This may
create a hostile review system
for the business, impacting
their profit and public image.

◦ The business may not be able

to provide excellent customer
service due to the limitations of
the platform.

◦ The userbase of Facebook are

mostly older generations,
which may impact the profit of
the business if their target is
younger people.