Excited to see that you are making progress with FB on the platform - kudos! But after reading the feature set, wanted to let you know what I was disappointed that I didn't see and what we've been hoping for with Facebook.
In my experience, the BEST use of Facebook for e-commerce is to build a reputation using positive wall posts from customers. When a customer comes to our page, and sees positive wall posts from different people, especially when there are lots of them recently, that builds HUGE amounts of trust! Also, having negative comments that are well responded to builds trust as well. Currently, using the follow-up emails that rate satisfaction within Zendesk, we capture 4-5 great comments per week and at least another 15 'thumbs-up' satisfied ratings. Our customer service satisfaction rating is 90%+. If, instead of making this available only internally, you could have an option for the customer to publish these follow-up, feedback comments on their ticket experience directly to our Facebook page with one click. That would be incredible. Being able to point to a FB page with 25-45 monthly positive reviews from unique individuals is powerful, not to mention that it gets pushed out to their friend stream when they post as well.
Thanks guys! Merry Christmas......
-- Andrew Youderian Sales Manager Right Channel Radios