20 December 2011 - 3:29pm | posted by | 0 comments

Facebook introduces messaging feature for brands to privately interact with consumers

Facebook introduces messaging feature for brands to privately interact with consumersFacebook introduces messaging feature for brands to privately interact

Facebook has introduced a new messaging feature allowing brands to interact privately with consumers.

The main benefit of the move for brands, or agencies handling brands social media, is likely to be for complaint-handling and other aspects of CRM. Thus far Twitter has been companies preferred complaint-handling channel – Facebook’s move may change this.

Companies are not able to initiate private conversations with users; they can only respond to a direct message or to a user’s public post on their page.

Some experts are warning the new functionality may lead to fewer public comments on brand pages, leading to decreased visibility and slower growth overall.

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