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BizReport : Social Marketing : August 06, 2015

Facebook intros new messaging options for businesses

Facebook is improving communication between businesses and users with the introduction of a 'Send Message' button in ads and the ability to send private messages in response to public comments through Messenger.

by Helen Leggatt

Announced this week, Facebook's changes are designed to give businesses on Facebook an easier way in which to connect with customers. The changes will enable businesses to better handle customer support issues and answer questions.

The 'Send Message' button allows Facebook users to start a private discussion with a business either through their Page or directly through an ad. The button can be implemented by creating a new local awareness ad and selecting the 'Send Message' option in the 'Call to Action' field.

Facebook has also given businesses a way of responding privately to users who post publicly on their Page. A new 'Message' option is available which opens up a private message thread with the customer and also publicly notes that the businesses has responded to the comment.

"Messaging has become a preferred communication channel for people, and now people and businesses on Facebook can start real-time conversations with each other in more ways," says Facebook on its business blog.

Facebook will also monitor how efficiently businesses respond to user messages. Pages that respond to the vast majority of messages (90%) and have an average response time of less than five minutes will earn the badge "very responsive to messages" which will be added to their Page.

Tags: customer service, messaging, social marketing, social network

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