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Business & Marketing Strategy - Chief Operating Officer for Your Business!

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Facebook Messaging

Elizabeth Fanslow

3-Ways to Streamline Your Responses to Facebook Messages

Ever reached out to a business owner on their Business Facebook page with a question or request to connect about services and not received a response?

Nothing is more frustrating than a business owner, who has a business page, and refuses to respond to their messages in a timely manner or even respond at all. Facebook allows potential clients and customers to reach out to you via the messenger application – responding back to them in a timely manner is another form of customer service. How are you doing with yours?

With over 900 million monthly active users you are bound to get some messages through your business page. Social media users want access to your businesses and they assume if you have a business page you are available to respond to their needs. Facebook Messaging is just another tool to service your potential clients and customers. 

One thing you may have noticed on your business page is how quickly you respond to messages. 

This information shows up in the “About” section on the left hand side of your page.

This information shows up in the “About” section on the left hand side of your page.

It also shows at the top left hand side of your page - this is only visible to you and your Facebook Admins:

This tells me that I am indeed within my 1-hour response time, usually answering within 30-minutes or less and that I have a 100% response rate.

This tells me that I am indeed within my 1-hour response time, usually answering within 30-minutes or less and that I have a 100% response rate.

This tells me that I am indeed within my 1-hour response time, usually answering within 30-minutes or less and that I have a 100% response rate.However; you have selection options on what you wish your audience to see.

Click on Settings at the top right of your business page and then click Messages on the left hand side and you will see the options.

I choose the automatic option, which gives my audience a true indication of how I respond. I do my best to always reply to my messages within 1-hour of receiving them.

It is recommended that you use the automatic setting, however you can select anything from a few minutes to a full day.

It is recommended that you use the automatic setting, however you can select anything from a few minutes to a full day.

However, sometimes it can be hard during the work day or after hours to respond to messages within 1-hour so I utilize Facebook’s message options to help manage those messages in a more customer friendlier way.

Using the same Settings option as above – click on Messages and you will find these options:

1. Outside Business Hours:

You can select away messages to go out if you have set business hours. This is a great option for people you really only work set hours. This way you can schedule an after hours message that will notify your customer that you are not available at that moment and then let them know when you will be able to respond to their message. 

Here’s an example of how mine is set up:

2. Instant Replies: 

You also have the option of setting up Instant Messages. This guarantees that any incoming message will receive an instant message letting them know that you received their message.  I like using the Instant Message especially when working with other clients. You can’t just stop what you are doing all the time and respond.

So the instant reply is a lifesaver – especially if you value good customer service!

3. Messenger Greeting:

One of the nicest ways to welcome someone to your messenger page is to set up a Messenger Greeting. This greeting is the first thing people will see when they start a conversation with you on Messenger! 

Take the time to set up your page with these greetings. They will help you be more productive and also improve your customer service through Facebook.  

Before these options were available business owners may have felt rushed to respond, now you can use these messages as part of your customer service process and respond to your messages when you have the availability. However, never wait more than 24-hours to respond to a message!

There are some additional new features coming to Messenger – once they’re available we will of course share them with you!