Facebook has introduced new features to make it easier for businesses to manage communication with customers using their Facebook Page. It is estimated that over 50 million businesses are now using Facebook Pages to connect with their customers all over the world. People are also communicating with Pages more than ever, with 2.5 billion comments on Pages every month.
Some Highlights of ‘New Page Features’
The new feature allows more communication controls for Page owners by setting the average time it takes for them to reply to messages. The redesigned inbox tells businesses more about their customers and empowers Page owners to manage communication from any device. The admins can manage both the public and private interactions they receive.
Keeping track of comments on the Facebook Page has also been simplified. Page admins know that being able to quickly respond to comments from customers plays an important role in helping them provide greater customer service. And now they're better equipped than ever before to respond to comments efficiently. A tool under the new Activity tab helps admins monitor and respond to comments on their Page.
New messaging status called ‘away’ allows admins to designate when they are unavailable to respond to messages. The ‘away’ status will be visible on the Page, so people know the Page is unavailable to respond. When this new feature is enabled, messages that Pages receive do not count towards the Page's response rate.
As mobile device usage continues to push people to communicate with businesses in real time, businesses need tools to manage communication efficiently. These new features will help admins build convenient, personal and scalable communication channels to manage customers more efficiently.
Bewakoof is an internet-first fashion brand catering to young people across India and has built a strong repeat customer base by using Facebook Page to retarget customers and increase sales, build brand loyalty and achieve a 15% lower cost per acquisition. Link: https://www.facebook.com/business/success/bewakoof
Cilory was originally launched to allow people in India to access personal care products online, and it has since evolved into a multi-product retailer with a huge catalog of curated clothing and jewelry products. Taking advantage of the targeting capabilities that Facebook offers, this brand was able to identify its key demographic on Facebook to expand its target base further. Link: https://www.facebook.com/business/success/cilory
Chumbak has evolved into a quintessential Indian brand. Founded in 2010, Chumbak sells souvenirs, travel and tech accessories, jewellery and apparel, all of which are inspired by everyday Indian sights and experiences. As a small start-up, Chumbak used Facebook as a cost-effective way to get the word out about its products, build a community of people passionate about its brand and introduce products and solicit ideas for new items. Link: https://www.facebook.com/business/success/chumbak
The Birthplace is a boutique maternity hospital that caters to well-off Indian moms-to-be and works closely with them throughout their pregnancy. The exclusive maternity hospital used Facebook to reach affluent moms-to-be in India and build a community from scratch. The strategy has been so successful that 60% of The Birthplace’s customers now come from Facebook. Link: https://www.facebook.com/business/success/the-birthplace
Commenting about these new Facebook Page features, Sheryl Sandberg, COO, Facebook, says, “The number one challenge for small and medium businesses is reaching customers. Facebook Pages are the mobile solution for millions of businesses around the world because they make it easy for business owners to reach out to new customers and communicate with current ones.”
Here is Sheryl’s Post on the announcement: