Facebook announced today that users can now reach businesses on Facebook page in a more private manner. The usual thing were conversations executed in a public for public style or private for private form with administrators responding the same way. With over 40 million pages on Facebook, businesses have been able to reach their customers online and this has also created a commerce hub on the social network. This also poses an opportunity for businesses to reach over 1.5 billion users who make searches daily.
With the present platform, businesses don’t need to engage in public conversations. An example can found in ads where brands will be able to add a call-to-action link that enables users to message them directly if they have a question, complaint, or concern about the item being advertised. Users can craft their messages with the help of Facebook opening a new window to messenger. “Incoming messages to Pages include an attachment that shows which ad prompted the person to reach out,” Facebook explained in a blog post.
Pages messaging will give more insight on how pages are used as against previous activities by page admins where messages are pushed just for information sake without taking note of the engagement patterns. Today, Facebook is adding a new badge on Pages that help people identify the ones with good customer service skills. Pages will be listed as “very responsive” when they respond to at least 90 percent of messages and have a median response time of less than five minutes.
Facebook says its responsiveness ratings are “dynamic and calculated based on data from the last seven days.” Administrators can see information about their response rate and median response time in Page insights.
With the present general awareness of social media, users can be able to rate brands and also express how they feel about a particular brand. To keep administrators organized with users having more ways to send messages, Facebook has updated the admin inbox to enable bulk actions, including archiving, deleting, flagging, and marking messages as read, unread, and spam. To ensure quick responses, Page admins will be able to open saved replies and send them in one tap, which will be great for commonly asked questions. Those canned replies can always be edited before being sent. This is a whole new deal for both businesses and customers. We hope certainly that this will bring about a paradigm shift in social messaging.
