The social media megaloth Facebook today announced a new suite of features to make it easier for businesses to use its internal, private chat to talk to customers.
As a business owner, if a customer leaves a comment on your Facebook page, you now have the option to pick up the conversation in the privacy of a personal chat window. Before today, businesses could only respond to a customer through Facebook in the same window from which the customer initiated the communication.
If you have an unhappy customer who is complaining on your business Facebook wall (and who hasn’t!), this new feature is a big time public relations relief. It’s better for you to be able to complete the conversation with that salty customer in private, off of the main stage of your business Facebook Page. When a company replies privately to a comment, the comment displays a note that the business responded privately, so visitors to your page know you addressed it.
This is taken from the article Facebook Is Making it Easier for Businesses to Chat Privately With Customers and has been written by Catherine Clifford
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