Response rate:You can find this tool inside the inbox tab on Facebook. It is the speed with which you send an initial response to a message. Later on, the platform will calculate a percentage rate that shows your company overall reaction time.
There are always ways to get around this one and increasing the instant responses. For example, you can set an automatic response with a standard message to users who are reaching out to you. As a result of this, your company will be answering within seconds. This will increase the response rate and decrease the response time.
Real responseNormally, the automatic response does not answer the real inquiry of the person who has sent it. So you will need to get back to them and give them a valid and useful response. We refer to this as real response time. Even though this might take more time and energy, it is crucial that you answer their questions. This also leads to better customer service.
If you are not in the office, you have the option to set the inbox for the messages on “away” mode. During this period, Facebook won’t take into consideration the response time. Although it is a good tool you can only use it for 12h. After that, time counts again!
Insights:First thing you will bump into when you go to the insights tab on Facebook is a dashboard. It shows you the big picture of everything that has occurred in your company in the period of time you select. Among the periods of times available, you can select “today”, “yesterday”, “last 7 days”, “last 28 days”. It tracks several different things, but some of the most key ones are page likes, post reach, and engagement. Let’s go through them:
Here you can find all the people who have liked your Facebook page in the period of time that you have selected. It also shows how they have reached your page, either if it was by paid or non-paid content. You will also be able to see the total page likes you got, as well as the unlikes. Here, you can have your team focus on for example increasing your Facebook page likes by 20 a week.
Post reach is the estimated number of people who have seen your post on their screen. You are also able to compare your organic and paid reach. In accordance with the results obtained, you can set Facebook goals for your team. A goal could be, for example, increasing the weekly post reach by a specific amount.