When people around the world are spending nearly half their day on social networking alone, it is a sign that any kind of service has to be centered around it. Millions of users are connected on the network and any unheeded complaint could take a huge toll on the company. Customers are always ready to do more business with a company that engages and responds well on social media.
The imminent need for you to get a social help desk is because very few customers who make customer service enquiries via social media report having their issue solved quickly and effectively. So, your facebook page cannot just take complaints. You need to track and respond to them
Its not efficient for your support agents to monitor social media feed everyday, track the thousands of complaints and individually respond to them. There needs to be an efficient method for tracking, understanding and resolving issues on a social networking site.