Managing Communication in Facebook

When managing your Facebook page, it is important to keep all communications with your fans as consistent and timely as possible. More and more frequently, your customers are using your page as a customer service outlet – asking questions about a product, inquiring about a recent order, etc. through the private messaging feature. Facebook now rewards Business Pages for responding to these inquiries with a “Very Responsive to Messages” badge underneath your cover photo that your customers will see right off the bat.

To receive the badge, Facebook monitors your response rate and your response time within the past 7 days. Response rate is the percentage of initial messages your page responds to on the day they’re received. After the initial response, the messages are no longer monitored. The response time is the average time your page takes to respond to these first messages within that day. Facebook requires a 90% response rate and a median of 5 minutes response time in order to receive the badge. A very tall order!

Not everyone can have around-the-clock monitoring, and if you know that you or your team won’t be able to respond to communications for a few hours, it is beneficial to set your Page’s messaging status as Away.

To set your messaging status to Away:

  1. Click Messages at the top of your Page
  1. Click to turn on AWAY at the top

This way, your customers will know that it might take you some time to respond, and Facebook will not calculate this time in your response rate and time until your Away status is turned off. However, this is only true for up to 12 hours, so make sure you keep track!

As soon as you reach the required response rate and time, the badge will appear for all to see. Until then, these statistics will only be available for page admins to view.

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Daniel Anzanello

Hi, my name is Daniel. I am a top performing, results-driven and energetic Marketing professional with 20+ years of experience planning, managing and executing marketing projects that enable profitable business growth. I am currently the Co-Founder and VP of Marketing for OneThing Strategic Marketing Group, where I specialize in marketing for attorneys and law firms. Throughout my experience, I’ve helped brands establish their presence and develop strategies that fit their needs and areas of focus. I excel at providing consistent processes, reporting and tools to develop streamlined procedures, meeting overall goals and assignments to achieve deadlines that ensure success. I am recognized as a hands-on, big-picture leader, with an ability to generate leads and convert them into clients. I am also skilled at influencing and leading change through assertive communication, effective negotiation and a collaborative mindset. During my career, I’ve specialized in digital marketing, and I am an expert in marketing automation, ad budgets and compliance in legal advertising of ads. I am adept at analyzing, managing and coordinating a full marketing spectrum, with strategic thinking and continuous process improvement. I always seek to understand the needs of my customers and the big picture, before going in-depth on the immediate and day-to-day of their organization, which ensures high-quality and performance-driven solutions. Always keen on expanding my network, I can be reached directly via LinkedIn

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