Facebook Makes Customer Service Very Difficult for Developers
Responsive customer service is of great importance to Facebook and app developers alike. However, the inherent limitations of the platform make establishing channels for user feedback an unnecessarily difficult task.
Unsurprisingly, given Facebook users’ familiarity with wall-to-wall communications with friends, for most applications the wall is the most active channel of user feedback. Most users post on application walls with a question or piece of feedback and expect the developer to reply. Responses can of course be posted directly to app walls as well, but without a means of notifying users, more often than not replies go unread.
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