Facebook gives businesses more ways to privately message users

Businesses can respond to users' comments on Facebook via Facebook Messenger

Facebook CEO Mark Zuckerberg delivering the keynote at Facebook's F8 conference on March 25, 2015.
Facebook CEO Mark Zuckerberg delivering the keynote at Facebook's F8 conference on March 25, 2015.

Facebook is giving businesses more reasons to use Facebook Messenger to reach customers.

Businesses using the site now have more ways to send private messages, through Messenger, to Facebook users who interact with businesses' pages or ads. Previously, businesses could only respond to users' messages in the way they were initiated, either through a comment or a private message. Now, if a user leaves a comment on a Facebook page, the page owner can respond privately through Messenger.

The changes also include new messaging integration for ads on Facebook. Businesses can incorporate a "Send Message" button into their ads, to let Facebook users initiate a private conversation directly from the ad.

The changes, announced Wednesday, are designed to give businesses on Facebook an easier way to connect with customers, answer questions and handle customer support issues. For businesses that maintain Facebook pages but who do not advertise on the site, the changes may also provide new incentives for them to do so.

Facebook also wants to let users know which businesses are the most efficient in their responses to users' messages. Pages that respond to 90 percent of messages and have a median response time of less than five minutes will have a "very responsive" label added to their pages.

Facebook users will be able to block private messages from businesses, the company said.

Facebook views its Messenger service as more than an app simply for exchanging messages between friends. The company has also begun to expand Messenger's functions so that users can check the status of their retail transactions using the app.

Messenger also has a peer-to-peer payments feature, though currently it only allows for payments between friends.

Zach Miners covers social networking, search and general technology news for IDG News Service. Follow Zach on Twitter at @zachminers. Zach's e-mail address is zach_miners@idg.com

Join the newsletter!

Or
Error: Please check your email address.
Show Comments

Blog Posts

Why doing your job well is the key to innovation

The words ‘power company’ and ‘innovation’ probably don’t seem like a natural combination. In fact, when I first went for a marketing role with an electricity company, I semi-dreaded the work I thought I’d be doing.

Catherine Anderson

Head of marketing, Powershop Australia

The great unlearning: How brands can assist with the adoption of voice

Mainstream adoption of voice technology will be all about what consumers are learning not to do.

Ash Mustchin

Director, digital and experiences, Principals

Why getting intimate is key to creating a great customer experience

According to CMO’s State of the CMO 2017 research, 83 per cent of CMOs believe customer experience to be central to their role. An interesting stat considering few of us experience great brand experiences.

Pip Stocks

CEO and founder, BrandHook

'to lesson screen time'LOL someone needs a lesson on how to lessen typos.

Andrew Ward

Golden Circles invests in content play to drive brand purpose

Read more

Hey Nadia, interesting read. We have all read about what your chatbots should offer or have but haven't came across with anything about w...

Ashish K Jain

What not to do when building chatbots and voice-based brand interactions

Read more

There are some many other great solutions compared to the ones you listed here. Our clients left some of those and switched to MARA (getM...

Alexandru Rada

CMO's top 10 martech stories for the week - 9 June

Read more

Charming Shane. You know this is a public forum, right ?

Peter Strohkorb

​CMO Interview: Why aligning sales and marketing drives innovation at Konica Minolta

Read more

I agree customer intimacy is a great way of creating better customer experience. Especially in the Insurance and Financial industry. Her...

Jessicalopez1989

Why getting intimate is key to creating a great customer experience and optimising customer value

Read more

Latest Podcast

More podcasts

Sign in