If you are a business owner, now you can make use of Facebook’s new private messaging service to send promotional one-to-one messages, provide active customer support, connect with individual customers and privately resolve angry customer issues without engaging publicly with them.
The newest feature by Facebook allows users to connect with businesses and vice-versa through a messaging service on the Facebook business page. Now anyone can interact privately and confidentially with a business; the conversation is not up for debate on the public platform.
Earlier Pages admins could mostly respond via comments on the wall or direct messages if the customer initiated it, now the admin can respond privately no matter what the medium of communication from the user. Page admins will also be able to archive, delete, flag and mark messages as read, unread and spam in bulk. Alternatively users can also block such private messages sent by business owners.
As a user, now it will be easier to connect with a particular enterprise that pops up with an alluring product or service on their News Feed ads with a simple ‘Send Message’ button. Or it could be an ideal way to request customer support or even vent grievances without turning it into a disastrous public debate. When the business sends a private reply to a customer’s public comment it shows up as a note letting other visitors on the Page know that the request has been confidentially handled. Responsive pages even receive a ‘Very responsive to messages’ badge to display on their profile.
In a blog release Facebook said, “There’s a reason many people prefer to communicate with friends and family through private messaging: it’s fast and convenient. And increasingly people want to communicate with businesses in the same efficient way. In the coming weeks, Page admins will be able to reply to public comments with a private message, helping them solve private customer requests more efficiently.”