Facebook announced on Tuesday that over 50 million businesses are now using Facebook Pages and that these pages see 2.5 billion comments each month.
The company also announced some new Page features for businesses. For one, you can now set the average time it takes for your page to reply to messages. This could be “within minutes,” “within an hour,” “within hours,” or “within a day”.
There’s a redesigned inbox that gives businesses more info about their customers.
“More context on the people businesses messaging them helps Page admins keep up with messages faster and manage conversations more easily,” a spokesperson for the company said in an email.
“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,” the company explains. “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’s also an easier way to respond to and keep track of comments in the form of a tool under the new Activity tab.
You can flag interactions for follow-up, reply privately, mark them as done, etc.
Facebook COO Sheryl Sandberg shared some words about the news:
The new features are starting a global roll out, which will take months. Once all pages have them, customer service on the social network should improve. In theory.
Images via Facebook