While social media can be a great way to communicate with customers, there are certain situations where a private conversation is the better alternative to a public (as in one that the whole world can see!) exchange. Consider the buyer who’s had a bad experience with a product and decides to blast the brand when commenting on a post. Facebook has recently rolled out a feature that allows all Pages to comment with a private message instead of a universal reply. With it, a direct messaging session opens and a note appears to show that the Page has replied privately. Why is this feature so beneficial? It allows companies to address any issues one-on-one and it also alerts other visitors that the comment has been addressed. For more on how the Facebook feature works, check out this article.