managing the client experience
Being able to quickly and easily access a record of past conversations and purchase notes will be a big help in the connection process, and this is particularly relevant given the growing consumer expectation around personalization and individual customer care via social.

This is major news for businesses trying to get a handle on all the various social platforms they need to be active on. The functionality will be built into Facebook’s ‘Pages’ app – if you’ve ever logged into your Facebook page from your phone you likely already have it installed, but if you don’t, you can get it here.

The new option will mean that anyone who’s connected their Facebook and Instagram business accounts will now have access to separate tabs for each within the app, with specific, different coloured pages for each app, helping you keep track of which platform you’re responding to for any given query.

This means that anytime someone posts on your Facebook Page, sends you a message in Messenger or comments on your Instagram image, you’ll get all of those notifications in one place.

Social media managers have been calling for integrated functionality like this for some time – some have even been carrying two phones around with them at all times to handle each specific network.

And as more and more social platforms arise, it becomes even more difficult to stay on top of all the various elements and platforms and ensure you’re responding in an adequate time frame. This new update helps make the management process a little easier, and will be a hugely welcome addition to the process.

In addition to this, Facebook is also providing Page managers with a new way to access information about the people whom they’re interacting with through their profiles.

Now, when you tap on a person’s name within the Pages app, you’ll be shown basic information from their profile – like their name, where they live, the local time in their region. You’ll also be able to add labels to each so you can keep tabs on regular customers and what they buy, and there’ll be a listing below of any previous interactions they’ve had with your business.

Being able to quickly and easily access a record of past conversations and purchase notes will be a big help in the connection process, and this is particularly relevant given the growing consumer expectation around personalization and individual customer care via social.

In fact, these additions are likely to heighten that demand – as more businesses utilise tools like this, and are able to better customise the connection and purchase process to each user, that then also raises the bar even further for other businesses. If they can get a fast, personalised response via message from the store down the road, why would they come to you?

In this sense, it’s important to be aware of the latest social innovations like this, not only because of the potential benefit to your business, but also the wider benefits to your target audience.

These are two great new features that will provide significant benefit to many businesses, making it easier to connect, respond and deliver to your customers, and on the platform/s they prefer.

If you need help with your social media marketing, Sensis can help

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