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BizReport : Social Marketing : December 09, 2015

New communications tools now available to business Pages on Facebook

Facebook has, over the past year, been making changes to businesses Pages to improve customer service functions. This week, the social network has announced even more tools and updates to further help businesses connect with their social media savvy audiences.

by Helen Leggatt

According to a blog post by Facebook this week, more than 50 million businesses now use Pages on the network and users are becoming more comfortable communicating with brands via such Pages. In fact, Facebook claims 2.5 billion public comments are left on business Pages across the globe every month, and that the number of private messages has more than doubled.

Earlier this year, Facebook introduced the 'Send Message' button to business Pages, and also began to 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 earn the badge "very responsive to messages" which is then added to their Page.

New features announced this week enable Facebook Page owners to set the average time it takes them to reply to private messages such as "within minutes", "within an hour", "within hours", or "within a day". If an average time is not selected Facebook will allocate one.

In addition, Page owners now also have the option of selecting an "away" status to alert customers to the fact they are unable to respond to messages.

Businesses will also be given more information about a Facebook user when a private message is sent. Information provided will include past interactions the user has had with the Page as well as information the user shares publicly on their Facebook profile such as where they live.

Page Administrators can now add notes about a user, such as their current orders or past customer service preferences.

Facebook is also making it easier for businesses to monitor and respond to comments on Facebook posts with a new tool to be housed under the "Activity" tab on Facebook pages. The tool will allow Page Administrators to see all customer comments in one place, from both desktop and mobile.

The updates will start rolling out immediately, with the features to be available to all Facebook pages in coming months.

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Image via Shutterstock

Tags: customer service, Facebook, social media

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