We all know just how bad it can get when a business starts debating customer problems publicly on its Facebook Page. I can damage your PR which is the last thing you want for your business. In light of this, Facebook have announced that they are giving businesses the option discussing such problematic issues privately with their customers with complains. Besides this, the leading social platform have also made it clear that they are looking to usurp telephones by offering better customer support services to their clients.
As per the announcement, business Pages have been given the boost of sending messages privately instead of leaving comments on a business’ wall. The previous arrangement was that, businesses had no option than to reply to such posts directly on their wall something which was somehow a risk to the reputation of the business. With this feature, business can now reply messages with pre-saved support messages which is something we all know that businesses and companies love to do in order to save time.
Another interesting development affecting the platform is that, Facebook has created a new standard in as far as customer response is concerned. The social platform has come up with a new standard that rewards businesses that replies to messages. For businesses that respond to 90 percent of the messages left within 5 minutes or less, they get rewarded with a ”Very Responsive To Messages” badge.
Businesses will be fighting to live up to the high standards which would prove beneficial to many. Company may even end up hiring support staff to deal specifically with issue of responding to Facebook messages. Small enterprises can capitalize on this feature to gain social customer support power which big brands normally buy through third party Page management tools.