These Facebook Customer Service Tools Facilitate More Interaction
Laura McQuarrie — August 8, 2015 — Business
Now that social media is usually one of the first places that consumers go to find out more about a particular brand, product or service, three new Facebook customer service tools are being launched on the platform to increase interaction with fans and drive commerce.
As well as being able to reply with a comment with a direct message, consumers will also be able to message brands directly when they see an advertisement in their NewsFeed. Finally, on a brand page, the last Facebook feature will also display how likely a brand is to respond to a message, which gives consumers the confidence to reach out with a message and extra assurance that they will get a response.
Since there are more than a billion people who visit Facebook Pages in order to get more information, these tools are valuable for brands looking to make the most of social currency.
As well as being able to reply with a comment with a direct message, consumers will also be able to message brands directly when they see an advertisement in their NewsFeed. Finally, on a brand page, the last Facebook feature will also display how likely a brand is to respond to a message, which gives consumers the confidence to reach out with a message and extra assurance that they will get a response.
Since there are more than a billion people who visit Facebook Pages in order to get more information, these tools are valuable for brands looking to make the most of social currency.
Trend Themes
1. Increased Customer Interaction - These Facebook customer service tools facilitate direct messaging and commenting to increase interaction with fans.
2. Enhanced Advertisement Messaging - Brands can now be messaged directly when consumers see an advertisement in their NewsFeed, allowing for more personalized interaction.
3. Response Assurance - The new feature on brand pages displays how likely a brand is to respond to a message, giving consumers confidence and assurance that they will receive a response.
Industry Implications
1. Social Media Marketing - Brands can utilize these tools to enhance their customer service and engagement on Facebook, gaining a competitive edge in the social media marketing industry.
2. E-commerce - By increasing interaction and response rates, these tools can drive commerce and boost sales for brands operating in the e-commerce industry.
3. Consumer Research - The ability for consumers to directly message brands and receive responses can be valuable for industries that rely on consumer research and feedback, such as market research and product development.
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