Facebook recently introduced yet another upgrade to their services in an effort to further entice business page owners to improve their interactions with fans and customers. This is but one in a string of changes (seemingly for the good!) that has been rolled out since summer. Many are introduced without fanfare, leaving users to speculate their purpose and benefits.
This latest change came in mighty handy for me recently as I went to reply to a fan’s direct message for a client. I could easily see the fan’s past history of messages, topics and more. To refresh my memory about this fan, I had her profile photo, location, job and current time. That way I could easily end the response with, “Have a lovely dinner!” knowing I had the correct time zone. All in all, it made interaction faster, smoother and more accurate to the specific person — all tools we can appreciate in business when all are valuable.
What would you pay for a customer relationship management system providing all that data in a dashboard? Do you already shell out substantially for one in your business?
“Replies in 2 hours…”
So what are these upgrades? First, you may have noticed on your business page an indicator showing the average amount of time it takes you to respond to a message from a fan (within minutes, hours or days). This is referring to how long it takes you to reply to direct, private messages seen only by page administrators – not to comments in posts that you reply to. This Respose Time notice is automatically generated based upon an average of your historic response times (but you can set it to a specific response if desired). More on this below…
Facebook Customer Relationship Management
Second, relating to that Response Time posted on your page, is a new rapportive-style Inbox from which to manage all your interactions with current and past fans and customers. (Admins, click on Messages at the top of your business page