Facebook has rolled out a series of new tools that it claims will help you improve communication with your followers. According to the social giant, these tools make it the ultimate place for consumers to talk to businesses even when they are mobile. Page owners will have new features to respond better to their audience who may be on any device.
Improved Response to Comments
Page owners will now be better able to keep track of and respond to the comments. You can now access the new feature from the ‘Activity’ tab in both desktop and mobile. The different response options for you include:
- Commenting directly
- Flagging comments for later follow-ups
- Give private replies
- Mark the comments as read
The inbox has been redesigned and it will now give you more info about your audience. The inbox for business Pages is easier than ever to use. It also offers better context on those you send messages. Besides, messages are now delivered in real time. All this means more speed and better management of conversations.
When you have conversations with your audience, y will be able to view past interactions. You will also view public information shared by the user, for example their present city.
Notes – It is also possible for you to add notes to each user, carrying the following info:
- Customer service preferences in the past
- Current orders
- Other applicable info
You may also add tags for so that conversations are categorised. This will make it easier to find the messages so as to respond later. These tags and Notes are made visible only for your Page admins.
Average Response Time
Facebook now also allows you to show the average response time you take for your messages. This new feature can have a direct bearing on your customer support quality. There are a few pre-fixed options. They are as following:
- Within a day
- Within hours
- Within an hour
- Within minutes
Earlier, this feature would not allow you to enter the period. The response time used to be calculated by Facebook. Now you will have more control over the customer support impression that your audience gets.
Another new tool is a new setting to inform that you are “away”. You will also get better context about users. According to Facebook, all these tools are being released gradually across the world.
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