The longer the wait for customers, the worse it is for the business concerned. Customers expect their concerns to be addressed quickly on social media. The consequences of not doing so can be disastrous for businesses. They risk losing the customer in question and sending the wrong message to others interacting with the brand. With Private Messaging, your Customer Service Managers/Page Admins can better handle the situation and act quickly to resolve issues. The quick response time also soothes aggrieved customers and goes a long way in restoring their trust in the brand. Advertising Continue reading below Facebook went a step further by giving business pages with fast response times a badge of honor.
The “Very Responsive to Messages” badge fax list is awarded to businesses that, on average, record a response time of 15 minutes and a response rate of 90%. This information is displayed publicly and can be a new feather for friendly businesses. Contact customers directly Private messaging provides a direct line to those who follow your page. This is a huge advantage because organic reach on FB business pages has been declining lately. PM's . This feature should be used sparingly. Too many private messages could appear as spam and lead to loss of subscribers. Advertising Continue reading below Provide real-time customer service Much like live chat, private messaging can offer businesses the ability to quickly respond or guide customers through purchasing decisions or resolving issues as they arise.
Manage customer expectations How a business interacts with its customers on a page sets expectations for the rest of the followers. Since FB displays a company's response time on messages, followers know when to expect a response. This is important, because waiting is an excruciating game for customers on social media. A page's messaging status can be set to "away" to help subscribers understand why there hasn't been a prompt response to their query. A blue dot indicates that someone on the business page is online, and three gray dots indicate that your message is being read and a response is imminent. Advertising Continue reading below Companies using Facebook Messenger The usefulness of this feature will depend on how companies can take advantage of it.