This Monday, Facebook launched two new features for their Pages: replies and threaded comments. Facebook’s objective is clear, to improve conversations between you and your customers by decreasing clutter on the heavily commented content on your page, and as a small business owner, you can take great advantage of this new functionality.
According to Facebook’s official press release, “the most active and engaging conversations among your readers will be surfaced at the top of your posts“, making sure that the most relevant content and the most interesting conversations are seen by current followers and potential customers alike. Furthermore, threads will appear differently for each user, so that comments by friends rise to the top together with other great quality content.
How does this affect me as a small-business owner?
This newly implemented function will allow you to reply directly to each of your followers, ensuring better customer service. Additionally, your customers will be able to start new conversations or reply to older threads, allowing them to engage further with your company.
You can think about this new feature as an open dialogue with your customers, since it allows you to interact closely with them in different ways. By sourcing questions from fans, hosting topical conversations, and opening Q&A sessions, you can build your presence in Facebook in ways that you couldn’t before.
And what should I do about it?
Currently, page owners can opt in and out of the web-only feature, but by July 10, pages with more than 10,000 followers will be automatically activated. In the future, Facebook will extend these enhancements to their mobile services as well.
You can opt in by going to your Facebook business page and clicking on the “Turn On Replies” button shown below.
Get on the bandwagon and start engaging your customers by replying to all their questions on your Facebook page. It will increase your online presence, and your fans will surely appreciate it!