Facebook Announces Private Messages between Business Pages and Fans

The social network giant has recently introduced a new feature that enables business pages to communicate with their fans through private messages.

The new feature is currently available to Asia-based admins, but will soon be made available to other parts. The new communication feature essentially provides a better way to businesses to communicate with their fans.

The new feature will make the personal communication mere useful with the individual customers. The new feature will open a new possibility of greater level of customer service on Facebook. The new initiative will also help to clear off-topic comments on the company pages, which eventually lessen the communication lost, particularly when fans fail to take their comments to customer service channels out of the social platform.

The service, however, isn’t a general option for business to interact with customers because communication must be set by the customer. Once the customer interacts with the business, the communication is then open to both parties.

Regardless of all its benefits, the new communication service still has a darker side. For instance, the new messaging service could possibly lower rates of organic growth for the pages. We all know that the social networking giant socializes each fan’s communication with a page via sharing likes, shares, comments as well as conversation that fans make with their friends on the page. All these factors help increasing the visibility of the page. In this sense, private messages may likely encourage less comments, shares or likes, eventually cutting short the growth of the business page.

Following is given an image displaying an information box that explains the whole story about the new private message service.

The initiative from Facebook comes in response to Google’s claims of raising stakes for social customer services via Google+, as explained earlier by the Bradley Horowitz.

According to Horowitz, the Google+ is delivering a new way for companies/businesses to communicate with customers. Its customer differentiation feature helps the businesses to grade their followers to gold, silver and bronze levels. We cannot forget the usefulness of its Hangouts as well.

Twitter is another big name that enables customers to get in touch with companies directly. It is worth noting here that both customer and company are required follow each other under Twitter’s current policies. Also, the communication is limited to 140 characters.

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