Facebook is announcing this morning that, globally, there are over 50 million active business Pages on the social network. This number includes small businesses and enterprises. Aside from that news, Facebook is also announcing some new communications and customer services tools for Page owners.
Facebook introduced a new public badge for Pages back in September, where Page owners who responded to messages within five minutes 90 percent of the time would receive a “very responsive” badge. There are more options and messages that revolve around customer response time being rolled out.
Now, Page owners are able to show messages that indicate that they’ve been able to respond to “within minutes,” within an hour,” within hours” or “within a day.” Facebook will calculate the average response time for the Page. The company is also going to allow Page owners and administrators to create a public message to set customer expectations:
[E]ven 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 gives Page admins more control and flexibility to use their Page as a communication channel.
An “away” message has also been added that can be shown or delivered when nobody is available. If a message is submitted while the owner is “away,” then the response time calculation won’t be factored in. “Instant replies” are also a new feature for Page owners, which are automatic and can contain any message from the owner.
As you can see from the image, Facebook gives Page owners more information and context on the users reaching out and communicating with them.
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 categorize 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 personalized and seamless way.
There is also a new tool that is available under the Activity tab that “offers admins a single place to view and respond to customer comments on both desktop and mobile.” As a Page owner, you’ll be able to monitor and respond to comments under this tab.
With these new additions and updates being rolled out and available, this should encourage Page owners to to a better job at communicating with customers and prospects visiting the Page.
Facebook says that the new tools and capabilities are “starting to roll out globally now and will be available to every Page in he coming months.”