Customer service is becoming more and more of an important factor for brands on social media. Many users often turn to Twitter when looking to solve an issue with a brand. This is mostly because, until now, Facebook did not offer the right tools for brands to interact with customer feedback.
This is all changing now, as Facebook is introducing several new messaging tools for brand pages.
There’s a reason why many Facebook users prefer to communicate through private messaging: it’s fast and convenient. And this is also how they want to communicate with businesses.
According to Facebook, over a billion people visit Pages every month looking for more information from businesses. And often, this will take the form of a comment on a post, or a message sent to the page admins. Today, Facebook is officially launching 3 new messaging features to help businesses and customers interact better.
If you like our stories, there is an easy way to stay updated: Follow @wersm
Reply To Comments With A Message
This is probably the new feature businesses will love the most. All social media managers live in fear of bad comments left on their page by angry customers. And often, they hesitate as to how and where to answer. If you reply to their comment, you take the risk of escalating the issue in front of all your fans. If you ignore it, the angry customer will probably escalate it himself.
Facebook will now let page admins reply to comments via private messages. And that changes everything. You get to take the conversation away from the page, and make the customer feel like his request is being dealt with properly.
If you like our stories, there is an easy way to stay updated: Follow @wersm
Send Messages To Pages From Ads
Facebook is adding a new call-to-action button for local awareness ads. The new “Send Message” button will now allow people to initiate a private conversation with business pages, directly from a NewsFeed ad.
This new button is expected to generate a more direct exchange between people and brands, ultimately leading to driving more sales leads.
If you like our stories, there is an easy way to stay updated: Follow @wersm
Identify The Pages That Respond
Facebook is giving some pretty awesome tools for businesses to interact better with their customers. It was only normal that this came with a counterpart for the customers, right?
A new badge (that has actually been tested across several pages over the last month) will now identify Facebook pages as being “Very responsive to messages” when the respond to 90% of the messages they receive and have a median response time of less than 5 minutes.
This will clearly identify which pages are good at customer service and help people know what to expect in terms of response time. Of course this does not mean page admins must solve any issue in less than 5 minutes, but rather that they should acknowledge a request ASAP.
If you like our stories, there is an easy way to stay updated: Follow @wersm
All these tools have one objective: improve the way businesses and people interact on Facebook. My opinion is that it will quickly become a huge social customer service success.
Customer service is becoming more and more of an important factor for brands on social media. Many users often turn to Twitter when looking to solve an issue with a brand. This is mostly because, until now, Facebook did not offer the right tools for brands to interact with customer feedback.
This is all changing now, as Facebook is introducing several new messaging tools for brand pages.
Also Read: This Is How Facebook Will Monetise Messenger
There’s a reason why many Facebook users prefer to communicate through private messaging: it’s fast and convenient. And this is also how they want to communicate with businesses.
According to Facebook, over a billion people visit Pages every month looking for more information from businesses. And often, this will take the form of a comment on a post, or a message sent to the page admins. Today, Facebook is officially launching 3 new messaging features to help businesses and customers interact better.
Click To Tweet
If you like our stories, there is an easy way to stay updated:
Follow @wersm
Reply To Comments With A Message
This is probably the new feature businesses will love the most. All social media managers live in fear of bad comments left on their page by angry customers. And often, they hesitate as to how and where to answer. If you reply to their comment, you take the risk of escalating the issue in front of all your fans. If you ignore it, the angry customer will probably escalate it himself.
Facebook will now let page admins reply to comments via private messages. And that changes everything. You get to take the conversation away from the page, and make the customer feel like his request is being dealt with properly.
Click To Tweet
If you like our stories, there is an easy way to stay updated:
Follow @wersm
Send Messages To Pages From Ads
Facebook is adding a new call-to-action button for local awareness ads. The new “Send Message” button will now allow people to initiate a private conversation with business pages, directly from a NewsFeed ad.
This new button is expected to generate a more direct exchange between people and brands, ultimately leading to driving more sales leads.
Click To Tweet
If you like our stories, there is an easy way to stay updated:
Follow @wersm
Identify The Pages That Respond
Facebook is giving some pretty awesome tools for businesses to interact better with their customers. It was only normal that this came with a counterpart for the customers, right?
A new badge (that has actually been tested across several pages over the last month) will now identify Facebook pages as being “Very responsive to messages” when the respond to 90% of the messages they receive and have a median response time of less than 5 minutes.
This will clearly identify which pages are good at customer service and help people know what to expect in terms of response time. Of course this does not mean page admins must solve any issue in less than 5 minutes, but rather that they should acknowledge a request ASAP.
Click To Tweet
If you like our stories, there is an easy way to stay updated:
Follow @wersm
All these tools have one objective: improve the way businesses and people interact on Facebook. My opinion is that it will quickly become a huge social customer service success.
You might also like
Facebook Sparked Is A New Type Of Speed Dating App
Facebook Brings Zoom Meetings To Portal TV
Tiktok Introduces Interactive Music Effects
More from Facebook
It Cost Facebook $23 Million To Keep CEO Mark Zuckerberg Safe In 2020
Facebook has spent more than $23 million to guarantee Mark Zuckerberg's security in 2020, as revealed by a SEC filing …
Facebook NPE Team Introduces Hotline, A New Competitor For Clubhouse
Facebook Hotline is a slightly different take on Clubhouse that puts more power in the hands of attendees who can …
Facebook Is Testing QR Codes For Peer-To-Peer Payments In The US
In the US, Facebook has begun testing Venmo-like QR codes to facilitate peer-to-peer payments using its app.
Introducing Facebook Dynamic Ads For Streaming
Facebook has announced Dynamic Ads for Streaming - a new ad solution that will help streaming brands highlight their content …
Facebook Data Breach: Did They Get Your Data?
The latest Facebook data breach concerned over 533 million users. We help you check if your personal data was compromised.
You Can Now Control Who Comments On Your Facebook Posts
Facebook has introduced a new feature that lets you control who can comment on your posts when shared in the …
Facebook Analytics Will Disappear On June 30
Facebook will retire its Analytics tool on June 30, the company announced in a Business Help Center post today.
Facebook Expands Supports For Unemployed Or Furloughed Ad Agency Professionals
The Rise Initiative Facebook began in Brazil to aid ad agency professionals is now expanding to Canada, Italy, Singapore, and …
LADbible’s Facebook Community Group Netflix Bangers Hits 1 Million Members
Netflix Bangers, the Facebook community run by, global publisher LADbible Group, has today hit the milestone of one million members.