Facebook has now made it even easier to communicate with your client as well as with other Admins through notes for individual customers.

Pages can set the average time it takes for them to reply to messages. Admins can choose to show that they respond either “within minutes,” “within an hour,” “within hours” or “within a day.” Average response times for Pages are calculated for each Page automatically and the response time shown on the Page defaults to their average response time, but admins can now control what response time shows publicly on their Page.

So even if a Page typically responds to messages within an hour, they can can set their visible response time to within a day and set customer expectations accordingly. This updated feature is intended to give Page admins more control and flexibility over using their Page as a communication channel.

Additionally, Page response times will now show up in Messenger threads when a person messages a business, so people know when to expect a response from the business.

Redesigned inbox tells businesses more about their customers to better serve them

Facebook have also redesigned the Pages inbox to be easier to use, provide more context on the people businesses message with and deliver messages in real time. These changes help Page admins keep up with messages faster and manage conversations more easily.

Now when Page admins message with people, they’ll see past interactions the person has had with the Page, as well as information the person shares publicly on their profile, like their current city.

Admins can also add notes about the person, like current orders, past customer service preferences or any other relevant information. Admins can also add tags to categorise conversations and make them easier to find and respond to later. Notes and tags are visible to Page admins only and, especially for Pages with more than one admin, empower Pages to communicate with customers in a personalised and seamless way.

An easier way to respond to and keep track of comments

To help Page admins keep track of comments on their Page, Facebook have built a tool under the new Activity tab that helps admins monitor and respond to comments on their Page. This new tool offers admins a single place to view and respond to customer comments on both desktop and mobile.

Admins can flag interactions for follow up, reply privately or mark them as done, helping them keep better track of comments in need of responses and eliminating the risk of skipping over a customer comment.

For more information, go to https://www.facebook.com/business/news/Pages-Announcement-UK

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