Facebook first opened their site to businesses back on November 6, 2007 when they launched Facebook Business Pages. The early adopters of marketing on Facebook included approximately 100,000 businesses. According to Facebook, “There are now more than 40 million active small business Pages on Facebook.”
How is a business page supposed to stand out with so many fish in the sea? Our answer is always to focus on delivering elite customer service to stand out amongst your competitors. In this article, we want to focus on the top Facebook Business Page Tips that will help you streamline your communications and encourage your customers to converse with your brand online.
Is Your Facebook Business Page Accepting Messages?
First thing’s first, in order to get the most out of the communication features Facebook provides to business pages, you must first confirm you’re all set up to receive messages through your page.
Does your Facebook page allow your visitors to click on a “Send a Message” button? If yes, then you’re all set. One thing to note is that Facebook has recently added an “away” button to your messaging options. If you know that no one will be reviewing your business’s page activity, click the “away” button to keep your visitors informed.
If you notice that you’re not set up to receive messages, here are Facebook’s easy instructions to turn on the messaging feature:
1.) Click Settings at the top of your Page.
2.) From General, click Messages.
3.) Click to check or uncheck the box next to Allow people to contact my Page privately by showing the Message button.
4.) Click Save Changes.
You want to make sure that your potential and existing customers that prefer communicating through a social media site, like Facebook, can do so. Allow your page to receive new messages and build a friendly rapport with your audience.
Instant Communication Using Facebook Saved Replies
Do you receive the same questions about your business, product or service? Just like you would include a handy page on your website dedicated to answering your customers’ FAQs, we suggest implementing the same feature on your Facebook page.
Facebook allows you to create a message reply template that you can use over and over again for easy communication. Take a little time to type out the answers to your most frequently asked questions. Then, create a saved reply for each answer on your Facebook business page.
Facebook’s easy instructions to create a saved reply:
1.) Click Messages at the top of your Facebook Page.
2.) Click at the bottom, then click Manage Replies.
3.) Click Create Reply.
4.) Enter the reply title, then enter your message. You can also add an image or personalize the reply.
5.) Click Save reply.
The next time your Facebook business page receives a message, you can respond to that message within seconds of receipt with a detailed and precise response. Setting up these templates is well worth the effort as it will not only save you time in the long run, but it will also help you in creating top level communication.
A Realistic Facebook Message Response Time
Have you noticed that little notification that tells your Facebook page visitors your current response time? When someone messages your business, Facebook documents the amount of time it takes you, the page administrator, to respond.
If you respond to 90% of your messages in 15-minutes or less, Facebook will give you a special badge. You want this special badge because it lets your Facebook audience and potential customers know that you’re serious when it comes to providing elite online customer service. This badge will allow people who are researching your business to feel confident and comfortable in doing business with you.
If for some reason you cannot offer immediate replies to your incoming Facebook messages, click here to see Facebook’s instructions on how to customize this feature or turn it off completely.
When customizing the language of your average response time, be sure to be realistic. If you know that it takes you 12 - 24 hours to respond to a Facebook message, say so. Be honest and transparent with your customers to build a genuine and trustworthy brand.
Facebook Messenger Links and Messenger Codes
A very new and very useful communication tool on Facebook has just been announced. You can use Facebook messenger links and messenger codes to allow your audience to easily send a quick Facebook message to your page.
Facebook developers share, “Messenger Links use a Page’s username to create a short and memorable link (m.me/username) that, when clicked, opens a conversation with the business in Messenger. Messenger Codes work in the same way. They’re unique codes that people can scan in Messenger using the camera in their phones to open a thread with your business.”
Head on over to your Facebook business page and open the “messages” header to download your unique code. Once downloaded, you can share with your audience who can then scan the code with their cell phone and be immediately directed to a message form.
Set Up Your Facebook Page Place Tips
Released last year, Facebook Place Tips is a feature that will do wonders for the communication on your Facebook business page. Facebook describes this feature as follows, “Place Tips gather useful information about a business or landmark—like posts from the business’ Page, upcoming events and friends’ recommendations and check-ins—and show it at the top of News Feed to in-store visitors.”
Facebook Place Tips are meant to offer useful and interesting information while pushing the most relevant and popular content to the top. If you have a retail or restaurant location that receives foot traffic, simply request a free beacon here and customize your desired in-store customer experience.
Facebook supplied some creative ways to use their Place Tips features that we find helpful enough to pass along:
• A restaurant can show their daily menu, reviews and answers to FAQs.
• A retail store can spotlight certain sales, products, or help in locating popular items.
• A bar or lounge can opt to show their signature drink or upcoming events page.
• A bookstore can provide discount codes or advise of upcoming author appearances.
Improve the communication with your in-store customers. Provide them useful content in the most convenient way (on their mobile device); at the most advantageous time (while they’re in your store).
If these Facebook Business Page Tips are just a bit too much for you to handle, perhaps hiring a 24-hour business answering service would be an ideal option. When you have a visitor on your Facebook page, you can provide them a customer service telephone number for them to reach out to. This customer service option allows you to keep communication open, but will give you the competitive advantage of providing personal assistance.