Facebook has recently taken steps to try and centralize customer service and brand-to-consumer conversation worldwide. Of course they are not calling it that, but it seems pretty obvious.
Subtle Changes, Big Implications
Facebook is endowing business pages, of which there are now more than 50 MILLION, with advanced messaging and chat functionality to channel and respond to inbound inquiries. Pages are now displaying responsiveness badges for the speed which they reply to private messages. And only pages that respond to 90% of inquiries within 5 minutes earn the top “Very Responsive” badge.
They are also letting page admins put up