How to get the “Very Responsive” badge on your Facebook page
More and more customers are turning to Facebook pages for customer support. In 2016, The Social Habit found that 42% of customers expected a reply within an hour! Customer communication is no longer confined to business hours and your business needs to be prepared for this to satisfy customers in a timely way. An excellent way to show customers that you are an active and responsive company is by earning Facebook’s “Very Responsive” badge.
The very responsive badge has been a feature on Facebook since 2015. The badge clearly shows people which Pages respond quickly and consistently to private messages. This is great for people who want an answer from a company immediately and shows them that your company is a great communicator.
How to get the very responsive badge
To get the very responsive badge, your Page must have achieved both of the following over the last 7 days:
- A response rate of 90%
- A response time of 15 minutes
As soon as you achieve these factors the badge will become visible to the public. If you are under these limits only managers of the page will be able to see your pages response rate and response time. This will help you benchmark how far away you are from achieving the badge.
It’s not realistic for my company to respond within 15 minutes 24/7!
Maintaining a 15 minute response rate 90% of the time is hard work! If you are a global company you are likely to spread this responsibility across multiple people in various timezones. However, if you are a local company it is virtually impossible for your company to reply to all messages within 15mins. Fortunately Facebook understands this and has also implemented the ability for companies to set their messenger to “Away”. Messages received when your Page is away aren’t included in your Page’s response rate or response time.
How to Set up an Away Message
You can set your Page’s messaging status to Away for up to 12 hours. Anyone who visits your page can see that your Page is Away in the About section of your Page. To turn the Away Messages on, you need to click Messages at the top of your page. Then click to turn on ‘Away’ in the bottom-left corner.
- Click Settings at the top of your Page
- Click Messaging in the left column
- Below Stay responsive when you can’t get to your computer or phone, click Change
- Click Schedule
- Select a Timezone from the dropdown, then click + Add Time
- Select days of the week. Then enter the time range you want your Page’s status to be automatically set to away on those days
- When you’re finished adding away times, click Save
The last aspect you need to manage is who’s responsibility it is to respond to Facebook messages. This may be shared between multiple people or managed by one person as long as it is clear who’s job it is to respond over what hours. Make sure you have the Away Message on if you are not planning to respond to messages out of office hours. If you would like to answer messages in the evenings and weekends, you can allocate a person to do so. Make sure the person allocated with this job understands the importance of replying within 15 minutes in order for your page to keep the very responsive badge.