Customer service management on social media is increasing and it is now common practice for members of the public to take to Social Media and share their story. These comments can quickly spiral out of control with others often joining in on the criticism.
Facebook has recognised our need to manage these demands quickly and efficiently. In the last few months we have seen the introduction of new features to help us improve customer relations. First, we saw “saved replies” implemented. This feature allows admins to quickly respond to incoming inquiries with pre-written replies. Then, we were given a tool to measure our response rates. If the rate is high, it is displayed to Page visitors via a “very responsive to messages” icon below the cover photo. Page owners who want to get this gold star will need to have met two specific metrics over the past seven days. They have to have responded to 90 percent of their messages, and they need to have maintained a median response time of 5 minutes for all replies sent.
Today Facebook announced they will be rolling out yet another tool to aid customer support. We will soon be able to respond to customer questions and complaints privately. At the moment when a person makes a comment we have the option to either “Like” or “Reply”. This new feature adds a third option to “Message” which will open a private thread. The new thread will include a link to the original comment, which will eliminate the need for customers to repeat questions. The new feature will be rolled out to Pages in the coming weeks.