Response rates have always been important to customers online, and customers on Facebook have the same expectations. They want answers quickly (and often expect them immediately).
A new Facebook features means you’ll now be able to show just how fast you answer customers’ questions. A number of Facebook admins have reported seeing a “response rate” feature listed on their page, and it appears that Facebook is rolling this feature out to everyone.
The feature will show a Page’s responsiveness info to Page admins. If the rate is high, it will also be displayed to Page visitors below the cover photo.
The display shows a rating (e.g. “very responsive”), the percent response rate, and the average response time (e.g. “3 minutes”).
The response rate will also appear here, on the right side of your page when you are logged in as an admin.
This is likely a move from Facebook to encourage Page admins to increase their response rate for Facebook fans in order to improve the fan experience. It allows Facebook store owners to set response rate benchmarks and then work on improving.
Luckily, Facebook doesn’t seem to be showing bad response times, just good ones. If you want a response rate to show up on your page, you have to do your best to respond to messages as quickly as possible. Download Facebook’s Pages Manager app to talk to your fans on the go, and don’t forget to turn on notifications!
Response rates can mean a lot if you’re managing a Facebook shop. It may mean more than just losing fans… it could mean losing sales. Keep your responses rates high and your customers will stay happy!
Have you seen the response time feature on your Facebook page? Let us know in the comments!