You use Facebook to talk to customers and clients. It's an easy way to answer questions, provide support, gather feedback and generally promote your brand. Not only do you comment on posts and engage them in public, but you allow them to send you chat messages when they have more in-depth issues or simply need to check on the status of a project. People do not like to sit on hold after calling a support hotline, but they don't necessarily mind having the chat window open as they complete other tasks on the phone or the computer. It's perfect in a lot of ways, except one: It can get confusing.