Newcastle-based sales and marketing firm, Complete One has looked into Facebook’s new features and asks whether this could make the social media site a useful customer service platform.
This month, Facebook revealed that it is now home to 50 million active business pages. This has led the social media site to concentrate on making itself more business-friendly. The site recently introduced the messaging functionality that allows Pages to facilitate communication between users and businesses as well as a prominent call-to-action button. However, Facebook is not focusing on improving customer service features. Here, Complete One have revealed the new Facebook features which could make a difference to customer service on the platform.
Response time display:
Facebook now displays average response times on a page and admins can also change this figure. Meaning that if a Page typically responds to messages within an hour, the can set their visible response time to within a day and set customer expectations accordingly. Businesses can also configure an “Away” mode to let customers know that they are not currently available to respond to messages as quickly as usual, and can create Away Messages and Instant Replies, which function like email autoresponders.
A redesigned inbox
: The redesigned inbox makes it easy for Page admins to view past messages from a particular user, and to quickly view basic profile information, like location, alongside the user’s message. Additionally, Page admins are now able to tag conversations and add notes about users.
New comment tools:
Facebook has created a new tool that businesses can use to monitor and respond to comments left on their Pages. Using this tool, Page admins can identify comments that need to be responded to, quickly view information about the user who posted the comment, and manage workflow, like marking comments as responded to.
Complete One highlights how it is great that Facebook are addressing these customer service techniques and helping to aid businesses in their customer service routines. The firm believe that consumers want communication across multiple platforms and Facebook is a great method to achieve this. However, the firm believes that personalised, face-to-face customer service will always be the best and most direct method. Complete One believes that consumers want that human interaction when they have a query or a problem as opposed to someone behind a computer screen.
Complete One is an outsourced sales and marketing firm based in Newcastle. The firm specialise in a personalised form of marketing whereby they are able to represent their clients’ brands through face-to-face marketing campaigns. By connecting with consumers on a one-to-one basis the firm are able to establish long-lasting and personal business relationships between brand and consumer. This often leads to increased customer acquisition, brand awareness and brand loyalty for their clients.
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