For weeks (at least), some Facebook admins have been getting a feature on their Pages that show how well they’re doing when it comes to responding to messages from fans. Facebook appears to be taking things even further now.
Now some admins are seeing messages from Facebook accompanying the feature, telling them they an earn badges for doing well. AdWeek shares a screenshot, in which Facebook is telling admins:
Respond to 90% of messages with a 5-minute response time over a week to receive the indicator.
Responsiveness refers to how many messages you answer. Response time refers to the median time it took to answer each one.
— Jason J. Zotara (@jasonjzotara) June 24, 2015
Facebook has been testing another feature, which enables admins to utilize canned responses to help them more easily address messages. It’s called Saved Replies. Here’s how TechCrunch recently described that:
Businesses are initially offered a couple of sample replies they can use out-of-the-box or customize, we’re told, or they can simply create their own. After set up is complete, to use a saved reply, you just click on it from the list and it automatically appears in the body of the email. You can also access the option from the messages reply box, where a new option lets you click a small icon to respond with a Saved Response.
Also handy is the fact that the replies themselves can be personalized using auto-populating placeholders similar to what you would use with form email messages, for example. There are personalization options that let you insert a person’s first name or last name, the admin’s first or last name as well as the website URL.
In recent months, we’ve seen study after study that shows that businesses just aren’t doing very well when it comes to responding to customers on social media. It’s no wonder a significant amount of consumers consider social media to be a last resort for customer service.
Perhaps features like those Facebook is testing will help shift things in the right direction.