Facebook adds contact form to ad dashboard, aims to respond in 4 hours

Some advertisers are seeing a prominent new “contact us” button in Facebook’s self-serve ad dashboard. According to the site, the global marketing solutions team will strive to respond to all questions within four hours.

The button, which appears above campaign information, leads to a short form and includes a note about the team’s business hours. This effort comes at a time when many small and mid-sized businesses feel Facebook is too focused on the interests of major brands and is ignoring their own. If Facebook becomes more responsive to these advertisers, even through email, it could improve perception and solve some of issues that prevent businesses from spending more on the platform.

It is unclear how many advertisers have the new contact option and whether ad spend has an effect on who sees it. The account we saw the prompt with has already spent thousands on the site, but nowhere near the hundreds of thousands required to be considered a “premium” advertiser. Another account, which spent less than $100, did not show the contact form.

Facebook has expanded its sales and marketing staff considerably in the past year, and it has more than 100 open positions related to account management and client support. With more people on the team, the company will be better suited to handle the load of questions advertisers have and provide additional resources for businesses of all sizes — for example, creating an ad demo tool for non-premium ads. As advertisers come to better understand the platform and see evidence of Facebook serving their interests, they will be more likely to run paid campaigns on the site.

[Update 3/27/12 11:54 a.m. PT - According to AllFacebook.com, some page owners started seeing similar prompts on their homepages late last year.]

Creative Social Branding

Mediabistro Course

Creative Social Branding

Starting November 24, learn how to create a social buzz for your brand! You’ll learn how to engage with audiences on social platforms, identify and engage with current trends and influencers, and build an excellent social strategy to amplify your numbers and rate engagement. Register now!

 

Leave a Reply

Get the latest news in your inbox
interested in advertising with inside facebook?

Social Media Jobs
of the Day

SK Energy Seeking Social Media Guru

SK Energy Shots
New York, NY

Social Media Producer

Los Angeles Times
los angeles, CA

Social Media Specialist

Catholic Review
Baltimore, MD

Direct Marketing Strategist

Southern Poverty Law Center
Montgomery, AL

Freelance Assistant - Social Media Team

Viacom Velocity
New York, NY

Featured Company

Join leading companies like this one and recruit from the nation's top media job seekers on the Mediabistro Job Board. Every job post comes with our satisfaction guarantee. Learn More
 

Our Sponsors

Mediabistro A division of Prometheus Global Media home | site map | advertising/sponsorships | careers | contact us | help courses | browse jobs | freelancers | content | member benefits | reprints & permissions terms of use | privacy policy Copyright © 2014 Mediabistro Inc. call (212) 389-2000 or email us