FacebookFacebook appears to be rolling out a new feature that will help companies handle complaints posted on their Facebook Fan Page. Rather than dealing with customer service situations  or complaints in public,  this feature allows for private messaging that no one else sees; for example:  personal information or account information that individuals or organizations would rather not be public knowledge.

The customer has to engage with the Business Fan Page. Then the business has the option of responding privately to wall posts, taking the conversation off line.

The benefit for businesses is the situation can be taken off line, away from the public eye. The benefit for the complainer is privacy. Their specific details, personal information or account information that individuals or organizations would rather not be public knowledge will not be shared with their friends’ news feed.

The Private Messages for Pages feature seems to rolling out in Asia first. Here’s a sample of the message the administrator for the Business Fan Page receives when a posting is made on their Fan Page Wall (thanks to ZDNet for the picture as I am not located in Asia so I cannot see this message)

According to PC World  “Private Messages for Pages is also a boon for community-building for brands, and another avenue for customer support outside of phone queues and emails.”

Have you seen this on your fan pages? Let’s share as this ‘test’ spreads out around the world. Leave your comments below.

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

2 Responses to “Facebook allows brands private messaging with customers”

  1. Nick Stamoulis Says:

    It’s great that brands now have this option. Some consumers may feel more comfortable reaching out privately. On the other hand, it might help a brand reputation to handle a conversation publicly, so that other followers can see that the situation was handled properly.

  2. Adele Says:

    Nick, I agree. This feature seems to be in test mode, so hopefully it will become available everywhere soon.

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