If you are a large business and are using Facebook in your business, you will probably have implemented a social customer care charter or service level agreement, especially if you outsource social customer support. Facebook introduced response times earlier this year for Facebook pages recognising that organisations connect with customers if you plan to use Facebook for social customer support.
Understanding Facebook Response Times For Social Customer Support
However, I am noticing a number of Facebook Pages for some plage consumer brands that have transitioned from local pages to a global page have taken off the messaging feature.
Your Page Response Rate is the percentage of new messages that your Page initially responds to on the day they were received and your Response Time is the average time it takes your Page to initially respond to new messages in one day.
Response Rate and Response Time are based only on your Page’s first reply in a message thread, not follow-up messages in the same thread that day.
You can also see some Pages with a green Very Responsive badge to messages badge shows people which Pages respond quickly and consistently to private messages. To get the badge below your Page’s cover photo, your Page must have achieved both of the following over the last 7 days – a response rate of 90% and a median response time of 5 minutes.
This week, Facebook has introduced a new feature for the Facebook Page Plugin to further enhance social support integration with websites and blogs. They have updated the Facebook Page Plug-in so that you can now have event information and Facebook Messages on your website.
How To Add The Facebook Messaging Feature To Your Website Or Blog
You can see an example of this operating on my Facebook Page below – I have only enabled Facebook Messages not the Events tab. You can click on the Messages Tab and send me a message which I would then see on my Facebook Page.
You can access the code to add the plugin to your website from here.
In the announcement about the update about the Events feature, one benefit is that people will be able to subscribe to your future events from your website so it is certainly worth adding that if you pan to use Facebook Events – we may decide to do so for future Live Stream Insiders weekly shows as a way to build visibility and an audience.
Do you plan to integrate this new update to the Facebook Pages Plugin? It could certainly be of benefit to small businesses who are using Facebook for social commerce who could consider adding it to their contact page.