What is High MPS Facebook Page?
A high-MPS Facebook page is associated with a business or organization that deals with a significant volume of messages through the Messenger Platform. These pages are often customer service-oriented and handle a large influx of messages from users. Facebook has implemented a rate limit system known as MPS (messages per second) to manage the high volume of incoming messages. The rate limit determines the maximum number of messages that a Facebook page can send or receive within a given second. If the incoming message rate exceeds the rate limit, the page will be designated as “high-MPS” by Facebook. When a page enters the “high-MPS” status, it means that the page’s message volume has surpassed the defined rate limit. Facebook enforces temporary restrictions on the page’s messaging capabilities when it is in the “high-MPS” status. The purpose of the rate limit and the high-MPS status is to prevent pages from overwhelming the Messenger Platform and causing disruptions or slowdowns in message processing. By implementing these measures, Facebook ensures a smoother experience for both page admins and users by regulating the flow of messages and preventing system overload.
Lifestyle Brand Experience before using CommEngine
One of our renowned cosmetics brands that sells products through Facebook pages and collaborate with influencers faced challenges when managing their advertising campaign on the platform. The brand received a high influx of communications, averaging around 10 to 15 messages per minute, which made it difficult to effectively manage and respond to customer inquiries and feedback.
The Facebook Business Suite, a tool designed to help businesses manage their Facebook Business page, was unable to load all the messages at once, making it challenging for the brand’s customer service team to keep up with the overwhelming number of messages and respond promptly.
The limitations of the Business Suite also caused some communications to not be properly displayed or detected, leading to delays in response times or overlooking customer inquiries. This situation frustrated customers and hindered the brand’s ability to provide efficient customer support, potentially harming its reputation.
To address these challenges, the brand considered employing additional customer service agents, using third-party tools specialized in social media management, or reaching out to Facebook support for assistance. The brand recognized the importance of timely and effective customer support and sought alternative solutions to streamline its communication efforts.
Six Steps where CommEngine can perform for Lifestyle Brand?
CommEngine develops Social Customer Communication strategies and Lead Management strategies based on Brands’ expectations for Social Media. Brands provide guidance and expectations, which serve as a guideline and SLA for the query management team to effectively utilize the CommEngine tool. This step clearly defines the tasks for the Query Management Team, supervision tasks, and the lead management strategy for efficient last-mile fulfillment. CommEngine conducts multiple offline and online training sessions to ensure the query management team is proficient in using the tool.
Using CommEngine’s Social Media CRM, the Cosmetic brand’s Query Management Team efficiently handles all queries in an organized manner, following the CxM Strategy. As a result, the Query Management Team’s efficiency increases by 20%, ensuring that no communication from advertisements is missed. As the High MPS Facebook page faced communication errors due to rate limit issues, our expert technical team deployed a webhook catching button for smooth operations.
In the Lifestyle Retail industry, every customer of the Cosmetic Brand is considered a potential customer. The Query Management Team profiles each customer, gathering their phone numbers, email addresses, locations, and other relevant information. Customers are then classified based on their social communication intentions, creating a valuable customer database that serves as a lifetime asset for the organization.
Communication received through social media is a valuable asset for the lifestyle industry, as a brand’s social media presence holds significant value. However, managing such communication can be challenging, and identifying business needs or customer preferences to segment the target audience requires defined automation to bridge any gaps. CommEngine bridges these gaps and provides an effective Query Management System (QMS). When communication enters the system, the query team can categorize them into different segments, define customers based on their attributes, and forward leads directly to the Lead Management System (LMS). With CommEngine, users can capture qualified leads (sales/support/complaints), manage them within the organizational structure, and nurture them until final fulfillment.
CommEngine offers data-driven analytics and insights into the entire workflow journey, including engagement ratios, tag analytics, and agent performance measurement. These analytics help in designing effective strategies and identifying areas that require more attention. The Real-Time Dashboard provides clear visibility into the overall communication status, communication trends, the count of new unique customers, segment-wise customer acquisition, engagement statistics, and communication growth compared to previous periods. With CommEngine, brands can seamlessly inform and engage with their audience on social media, ensuring no communication is missed, monitoring relevant conversations, and measuring public sentiment through real-time social listening and analytics.
Last but not least, CommEngine provides performance analytics and KPI reports for the Query Management Team. Brands can access information such as the count of unhandled queries, first response time, communication hold time, query handling time, active log or service duration of the query management team, and comprehensive performance reports from CommEngine’s Social CRM and data-driven growth solution.
Overall, CommEngine helped the cosmetic brand improve customer communication and lead management by providing them with a comprehensive solution that includes strategy, training, Social CRM solution, and analytics. The above steps can help them overcome their challenges.
Return on investment (ROI) before and after using CommEngine Social CRM
The implementation of CommEngine Solution has led to a remarkable improvement in the brand’s communication management, resulting in a minimum 20% increase in efficiency. This enhanced efficiency has had a direct impact on sales, with a minimum 25% increase observed. Additionally, the brand has gained valuable customer insights and obtained visibility into their social communication throughout the entire customer journey.
Furthermore, the brand has successfully built a substantial customer database containing accurate and comprehensive customer information, which serves as a long-term asset for their business. This database enables the brand to establish and maintain strong relationships with their customers over time.
Moreover, the brand can now access ready-to-use analytical reports and effectively manage queries, empowering them to make data-driven decisions. Additionally, the solution provides performance analytics for the team responsible for query management, enabling the brand to optimize their operations and improve overall performance.
Conclusion
In conclusion, cosmetic brands operating in the lifestyle industry have experienced significant business growth by leveraging the power of CommEngine Social Media CRM. With the implementation of this solution, they have successfully addressed various communication-related challenges, such as high communication volume, missed opportunities for communication, missed sales leads, and the need for effective query management. Additionally, the brand’s Query Management Team has benefited from performance analytics, enabling them to optimize their performance and deliver better customer service.