Facebook regularly rolls out new features to help businesses make the most of their Facebook page. As more customers reach out to businesses on social media, not being responsive or not delivering excellent customer service can hurt your brand. Below we explain some of the new tools that have launched in the past year to help you better manage your Facebook page and engage with more customers.
New inbox design
Facebook has redesigned the page inbox (where you interact with customers privately) to help organize your conversations, deliver messages in real time, and get more insights on people. Here are some of the new features that you’ll want to try:
- View of past interactions and public info — Now when you message people, you can see past interactions the person has had with the page as well as the information they share on their public profile, such as their current city.
- Notes — This feature lets you keep notes about your customers – such as their current orders or past preferences – to help you deliver better customer service.
- Tags — This feature lets you categorize conversations and make them easier to find and respond to afterwards.
Additional messaging features
These new messaging features will help you set expectations for your customers so they know when they can expect a response from you.
- Average response for page — This appears on your main page in the top left column. It lets your customers know how long it takes for you to respond to a message. The average response time is calculated automatically and is set on your page by default, but you can also manually choose what response time to show publicly, such as either “within minutes,” “within an hour,” “within hours” or “within a day.”
- Page response times in messenger thread — People can also view the page response time in the messenger threads, so they’ll know when they can expect a response from your business.
- New messaging status called, “away” — You can let customers know when you’re unavailable to respond to messages by setting your message status to “away.” Be sure to turn on messaging only when you can commit to responding to messages, otherwise, you’ll end up disappointing customers.
- Away messages — Away messages are automatic messages that are sent when you’re away. These messages can be useful for letting people know where else they can get help while you’re out.
- Instant replies — These are messages sent automatically to people who message your business page for the first time. It’s a great way to greet and thank the person or provide them with more information before you get in touch with them personally. When it comes to using automatic reply messages, don’t overuse them since customers want to chat with a real person, not a robot.
Easy ways to track comments
Facebook has added a few tools to make it easier to monitor page comments.
- New activity tab — This tool gives you a single place to view and respond to customer comments on both desktop and mobile devices.
- Flag a comment — To help you keep track of all your comments, you can now flag your comments for follow up, reply privately or mark them as done.
New page features for mobile
Since many customers are using Facebook from their mobile phones, Facebook has updated their pages to make them more mobile friendly.
- New call-to-action button — This button, for CTAs such as “contact us,” looks a lot bigger and brighter, and it’s now directly under the Page cover photo to help customers take action on your page.
- More sections and tabs — These additional tabs and sections (found beneath the cover photo and CTAs) enable businesses to showcase information that is most relevant to their organization. For instance, there is a shop tab to help retail businesses highlight their products, and a services tab to showcase a list of a business’ offerings.
Get help with Facebook
At Yellow Pages, we understand the challenges that small businesses face when it comes to getting help with social media. In order to deliver valuable customer service on social media, it is important to be responsive, knowledgeable and empathetic to your customers’ needs. If you don’t have time to monitor your Facebook page, find out how our experts can help so you can focus on what’s important — your business.