Facebook is apparently testing a new feature called ‘Saved Replies’ for business pages that allow owners to write, save and then re-use canned messages when communicating with customers.
The feature is clearly aimed at making it easier for businesses to respond to incoming customer service inquiries and responding to customer feedback via Facebook.
According to TechCrunch, the Saved Replies feature can be found within the messaging interface on Facebook. Page admins can create replies and save them for later use, and ever search through a list of saved replies to find the exact one they’re looking for.
There are out-of-the-box replies that businesses can use or they could create their own. Once a company sets up Saved Replies, all they have to do click on a list and the body of the message automatically appears from the saved reply.
Another handy feature is the auto-populate placeholders that let users insert a person’s first name or last name, the admin’s first or last name as well as the website URL.
Facebook is clearly trying to get businesses to use its platform to not only gather user feedback and queries, but also reply to them on Facebook rather than via email.
While larger businesses might steer clear of using Facebook, smaller startups, home businesses and other small outfits could benefit from the easy to use the feature.