Reduce support costs while increasing customer satisfaction

–> Request a demo of Facebook Ask & Answer.

Facebook Ask & Answer is a full-featured forum application, optimized for customer support. Your customers can ask questions, provide answers, and get answers from other customers and/or from your own support staff. Top questions are listed, answered questions are marked, and those who ask a question make the decision about whether a question is considered answered. Brands can showcase Top Questions, Top Answers, and Top Contributors, making it easier for people to quickly find what they need.

Viral content distribution and customer acquisition

Individuals’ posts populate the brand Wall and feed to their activity feeds and out to their friends, with links back to the brand page. Following the Facebook model, user names link directly to their Facebook profiles. Users can also subscribe to new question threads to stay updated on new contributions.

Moderation and Reporting

Facebook Ask & Answer comes with LiveWorld Advanced Power Moderation Tools which are optimized for fast, efficient moderation, and include capabilities for pre-screening, post-screening, escalation, tracking rejection, and banning problem users, as well as anti-spamming tools. Moderators can see any newly posted content since the previous moderation session, assuring that everything has been vetted against standards, responded to as appropriate, and/or escalated. The LiveWorld data warehouse reports round out the offering with usage metrics such as number of page views, posts, new users, active users, unique visitors, subscription emails, answered questions, and active threads.