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BizReport : Social Marketing : June 15, 2015

Facebook 'Saved Replies' feature to aid customer service

Over the coming weeks, Facebook will be rolling out to Pages a feature that will allow personalized, set responses to be posted in response to commonly-asked questions from consumers. With recent reports criticizing brands' lackluster reply rate to social media queries, this feature could help manage response.

by Helen Leggatt

With Facebook now regularly used by consumers as a way of interacting with brands and customer service, businesses with a Page on the social network need to be seen to actively respond to queries.

Facebook Saved Replies is a feature that the social network will be rolling out to Pages in the coming weeks. The tool enables Page administrators to create, save and use "placeholders" to personalize messages that can then be used to quickly respond to queries on their Page. The feature will facilitate a speedy initial response to commonly asked questions which will improve customer service, ensure no queries are missed on crowded Pages and can be followed up at a later date with a more indepth response.

According to Facebook (via Marketing Land), "We continue to invest in tools to make it easier for people and businesses to communicate on Facebook. Saved replies enable businesses to quickly and easily respond to customer messages with just a tap. We plan to roll out this feature more broadly in the coming weeks".

Gil C /

Image via Shutterstock

Tags: customer service, social media

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