Social media directors for organizations and small-to-medium-sized businesses have evidently had a hard time simultaneously managing accounts for Facebook, Instagram and Facebook Messenger. So much so, in fact, that a number of them have evidently been juggling multiple iPhones to make it all work.
To help with this, Facebook is unveiling a feature today called universal inbox to handle communications for all three channels via the Facebook Pages app.
"Some people have been flipping through different apps to manage their various presences," remarked Benji Shomair, global head of pages at Facebook. "And other people would actually have multiple phones open."
Universal inbox will let marketers more easily take note of comments, reviews and direct messages being authored by consumers on Facebook, Instagram and Facebook Messenger. In addition, page managers can use their cursor to tap a user's profile and see his or her publicly available information, potentially giving businesses more insights on how to interact with the potential customer.
The social giant, which says Facebook pages alone get nearly 5 billion messages a month, aims to give SMBs more ways of handling customer service via its growing platforms. Instagram, in May, debuted more business tools for small businesses and organizations, and Facebook Messenger has been ramping up its customer-service capabilities.
Now, there's a one-stop shop to check out what consumers have to say about your brand.
"It's a relatively simple story where we are trying to save businesses time," Shomair added.