Communicating with Customers on Facebook Just Got Better

If you’ve visited a Facebook business page from a computer recently, you may have noticed the message response time it gives you, ex: “Bob’s Burgers typically responds within an hour”. Not only is this helpful to know how long it might take to get a response, it’s also nice to know that someone will respond. Response time and the improved interface are sure to enhance customer communication.

Setting Communication Expectations

In general, people like knowing what to expect – no matter what the situation. The same desire applies to business response time. Your customers want to know, “If I reach out to my pharmacy, how long will it take them to get back to me”. That’s why it’s important to not only set an expectation, but set the right expectation. Have you ever heard the saying “Under-promise and over-deliver”? This doesn’t mean you should give customers low expectations, it just means you should set yourself up to succeed in the eyes of the customer.

This concept can be applied to your Facebook messages. “Messaging status” settings let you set your expected response time (how long before visitors can expect to receive a reply to a private message) – one hour, one day, etc. “This updated feature is intended to give Page admins more control and flexibility over using their Page as a communication channel”. When you choose the response time page visitors see, you can make sure to respond to messages within that time – resulting in a positive experience.

Facebook also realizes you can’t always be available, so they’ve created the option for you to be “away”. This will let patients know that you are unable to message them right now.

Learning About Your Customers

In addition to response time, messaging has improved its interface. Now when customers reach out to you on your Facebook page, your inbox will pull in relevant information about those customers. You’ll see past interactions they’ve had with the page, as well as some public information from their profiles. The more you know about the patients you’re responding to, the better you can tailor your response to the individual.


From Facebook for Business