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:
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:
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.
Click here to learn the details about this Facebook Business Page Tip.
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:
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.
Give us a call at 1-800-785-6161 to speak with an account specialist to discuss custom rates for your custom communication needs.
Publish Date: April 29, 2016 5:00 AM
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
PH: +603 5569 9816
|3.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat...
|5.)||Brook Trout Solutions|
CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!
|6.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
|7.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer
|8.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|9.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.
Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.
Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.
This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
Microsoft Teams Contact Centre
Geomant is enabling organisations to extend the power of Teams even further, to customer interaction with our Buzzeasy Contact Centre. Buzzeasy is a native Teams application that enables Teams users to handle customer interactions effortlessly, across multiple channels including voice, email, webchat and the most popular messaging platforms, such as Messenger, WhatsApp, Viber, etc. By adding Contact Centre functionality to Teams, it becomes an all-in-one collaboration and communications platform not only for internal communications, but for customers as well, in an easy and cost-effective way.
PH: 01789 387900
uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound)
- SMS, Email & Webchat in a Unified Inbox
- A Call Center Designed CRM
- Completely Customizable Reporting
- Voice Broadcasting
- Quality Control
- Live Coaching (Spy, Whisper, Collaborate)
- Many More Features & an Open API.
|18.)||Intelligent Contacts, Inc|
Intelligent Contact Center Suite
The Intelligent Contact Center harnesses the power of machine learning and predictive analytics to substantially increase agent productivity when compared to manually dialing.
Key ROI metrics:
• 4 predictive algorithms cut agent idle time in half and deliver right party contacts with fewer dropped calls
• Answering Machine Detection rates averaging 85-92%
• Unified Communication (calling, voicemail messaging, SMS, email, chat) that reduces operational costs through personalized automation and preferred channel delivery.
• 100% TCPA-compliant auto dialer platform
• Unlimited line capacity and instant scalability
• Call recording and data storage (included)
• No agent s...
PH: 1 800 214-7490
|19.)||Lieber & Associates|
Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
LiveXchange is an online turnkey service designed to equip your corporation with the means to successfully develop and operate your own remote enabled contact center.
|The Importance of an Answering Service During the Holidays||November 3, 2017 5:00 AM|
|Answers to the Top 10 Questions You Have About Hiring a Telephone Messaging Service||May 10, 2017 5:00 AM|
|5 Ways Entrepreneurs Can Save Money by Outsourcing Business Calls||March 16, 2017 5:00 AM|
|20 Ways to Easily and Instantly Improve Customer Service||January 17, 2017 5:00 AM|
|Keep Your Business New Year’s Resolutions by Hiring a Virtual Live Receptionist Service||January 4, 2017 5:00 AM|
|Adventist Health System Selects A Courteous Communications as Preferred Answering Service Provider||December 21, 2016 5:00 AM|
|5 Ways to Boost Employee Morale with Creative Holiday Cheer||December 19, 2016 5:00 AM|
|10 Facts About Hiring a Virtual Live Receptionist Service||December 8, 2016 5:00 AM|
|10 Ways a Professional Can Benefit from Hiring a Human Wake-Up Call Service||November 16, 2016 5:00 AM|
|How a Technical Support Answering Service Can Help Field Your Calls||November 8, 2016 5:00 AM|