Can you call a Facebook rep now?
Chris Ruberg, community specialist at OneCommand, recently posted a screenshot from Facebook, where he received a pop-up on his page administrator screen. “Meet Eric, Your Facebook Account Manager.” Included was a “request a call” button with a message stating that “I’d love to hear about your business goals and objectives and see how Facebook can help you achieve them.”
Facebook does not offer phone support currently, not for either personal accounts or business accounts. It’s one of the biggest complaints about their support, but in their defense, there is a wealth of information and help throughout their help pages. Many times, instead of looking for the information that would help, users go straight to customer service. Facebook has eliminated that option, which surely saves money and frees up their staff.
We dug deeper – are others getting this offer?
I asked several page managers if they had received a similar message, and checked my own pages. In addition, I went online to the Facebook help section, and found no indication that they were offering phone support. In their business community forum, which is not even answered by Facebook representatives, there was no mention of phone support for page managers.
After searching news sites and Facebook blogs to get more information, I came up empty. In the comment section under the Social Times article that announced this feature, one poster stated that Facebook only offers support when you purchase a $10K ad account or greater. Not having used Facebook’s advertising plan, I have no experience with it.
Looks like this is designed for the big advertisers
Providing customer support to business accounts only seems fair, when a business makes an advertising purchase. Helping businesses reach their goals is nice, but the more important thing is to provide backend support when something goes wrong. If Facebook is offering this service, more power to them. I’m concerned that it’s a just a marketing ploy to get page managers to buy Facebook ads.
Remember, you get what you pay for. Instead of relying on Facebook to encourage you how to buy ads to benefit your business, get a marketing consultant and make a strategy for your business that looks at all the mediums for advertising, not just Facebook.