Facebook Introduces New Messaging Tools For Customer Service

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.

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.

[wysija_form id=”5″]

More from Facebook

Facebook Adds 22 New Free Courses To Blueprint

Posted On June 20, 2019 George Carey-Simos 0

During the second US "Boost with Facebook" event this week, Facebook also announced that it's adding 22 new courses to …

What Happens When Facebook “Steals” Your Corporate Visual Identity

Posted On June 20, 2019 Geoff Desreumaux 0

While many are not convinced about Facebook entering the world of financial services, one bank might have one good reason …

5 Things You Need To Know About Libra, Facebook’s New Cryptocurrency

Posted On June 18, 2019 Geoff Desreumaux 0

Facebook has officially unveiled Libra, a new cryptocurrency. Like with everything it does, Facebook has big plans for Libra.

Editor Picks

A Campaign Made Out Of Stock Images Just Won A Cannes Lion

June 25, 2019 0

This Week: The 10 Most Talked About TV Ads On Social

June 23, 2019 0

Stranger Things’ Steve And Dustin Are Best Friends In The New Coca-Cola Ad

June 19, 2019 0

Discover This ‘Stranger Things’ Escape Room In Seoul

June 19, 2019 0