It’s time to talk it out! Your Page is already a hub for interaction and engagement, but what about Facebook’s direct messaging features? Many business pages use Messages on Facebook in order to communicate directly with potential clients, connect with influencers, and handle customer service issues.
If you’re ready to take your messaging skills to the next level, here’s how to manage your Messages like a pro!
Although it can be difficult juggling several conversations all at once, it’s important to be timely in your responses. Try not to let a message sit for longer than 24 hours, and if possible, respond to it as soon as you can. A quick response shows that you’re available to your fans and also speaks volumes about your customer service. While we recommend responding to most messages, it also helps to have the last word for a few reasons. Being absolutely thorough in your responses helps to show that your business does have time for each question, issue, or thank you that comes its way, but it also has a second benefit. When you’re the last to respond, it makes it clear to you that the communication between you and your Page fan has been absolutely resolved. There are no loose ends, which is great if you ever go back through old messages for follow-up purposes.
Sort It Out
Facebook allows Pages to mark Messages with labels in order to sort them into categories. This is one of the most useful tools Messages has to offer since it allows you to essentially file away Messages by sorting them with tags. For example, if you’re finding leads through Facebook, mark the appropriate conversations with a label so you can find them later. Using Messages to handle customer service issues? Label them with a “resolved” or “unresolved”. The possibilities are endless, and it won’t feel like your Messages are never-ending once you’re able to organize them!
You’re Still In The Spotlight
As with any interaction on social media, don’t forget that just because you’re directly messaging someone that doesn’t mean you’re speaking privately. While Messages are hidden from your public Page, they are still able to be screenshot and shared across the internet. Staying true to your brand voice and being professional is extremely important.
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