If you run a Facebook page that gets a fair amount of traffic and engagement, then you are probably aware of the scary place that private messages can be. If you have messages enabled on your page, then you are allowing fans to send you private messages that nobody else will see. Like any customer service feature, this can be a great tool for interacting with customers and managing their questions and complaints. It can also be a place where people spam you and send you weird and incoherent ramblings.
Facebook has added several new tools to the messaging system to help you manage your customers/fans in a more timely manner and also save yourself some time and headaches in the process!
As a marketing agency, we handle social media and customer service for a number of brands/products. Facebook is a great place for the consumer to interact with a company and ask questions. Sometimes those questions are the same ones over and over again, especially if it's about a specific product. In the past you had to manually type out the same response every time somebody messaged your page. Now, Facebook has given us the option to create a reply and save it. You can personalize the reply with photos and also the name of the person messaging you. You give these saved responses a title for future reference.
One of our clients makes a scooter and a question they get asked all the time is "what is the weight limit?". We now have an auto-response that we can select from our saved replies to answer that question. You can also set up an auto-responder or "instant reply" message that will go to anybody who messages your page to let them know you have received their message and also give them a bit more info, like how long it typically takes to respond to messages, etc. Utilizing all these features, we can now go into the dark hinterland of private messages and respond fairly quickly to a number of messages in a manner of minutes and be on your way to other things.
Have you used the new messaging features on Facebook? Let us know what you think in the comments below and tell us if you have seen a page using these features in a new or innovative way.