In an era when customers get most of their information about products and services online, it’s crucial to effectively manage online relationships with potential customers as well as regular customers. To get the most out of your online marketing efforts, and to provide the best customer service, increasing communication via Facebook Messenger with your Business Page is more important than ever.
Let’s face it; most people don’t want to talk on the phone anymore. It’s easier and more convenient to get attention as a customer via a mobile device or a computer. According to Facebook, more than one billion messages are exchanged in Messenger between businesses and people on a monthly basis. Many customers are willing to wait to receive customer help via online communication like Messenger or email if it means avoiding a lengthy and complicated phone call to a customer service center.
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Customers are also conducting research online as they choose between brands, products, and service providers. Facebook Business Pages provide a plethora of information on companies, including operating hours, websites, locations, contests, links, photos, posts, and more. Your Facebook Business Page needs to make it easy for users to find ways to message you and set expectations for realistic response times. Read on to learn easy ways to get more messages on your Facebook Business Page.
- Enable Messaging on your Facebook Business Page
Customers are researching you and your competitors online, so naturally it makes sense for them to message you from your Facebook Business Page. Sometimes customers are seeking answers to common questions, like shipping costs and product features. Other times, customers need answers to more complex questions and concerns. The first step getting messages is to turn on messaging for your Facebook Business Page, so customers can get in touch with you.
Once you turn on Messenger, you’ll be able to communicate with customers who are inquiring about shipping times, order updates, scheduling appointments with you, questions, etc.
- Set up a Username for Messenger
As you begin to expand your capabilities on Facebook Messenger, be sure to edit the username of your Facebook Business Page. Your username is also known as your vanity URL. In addition to being unique, usernames make it easier for customers to find you in Messenger. Usernames appear underneath the title of a page and begin with the “@” symbol.
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Set up a unique username that is easy for customers to search and that fits your Business Page.
- Automate Facebook Responses
Most marketers and business owners have a lot on their plates. No one can be on Facebook twenty-four hours a day. On top of that, you may get a lot of responses, and you’ll need time to answer each message. But you also want to be there for each of your customers and respond in a timely manner. To manage time and efforts, you’ll want to automate some responses on Facebook Messenger.
First, you can set up a welcome greeting. Users can see your welcome greeting in the chat box before sending you a message. This gives you the opportunity to give customers some upfront information and set the right expectations for communication on Messenger.
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Your welcome greeting is the perfect place to link customers to your website, a contact form, your Q&A page, or other resources that might be helpful to them until you can respond. It also sets a friendly tone and lets customers know that even though you can’t respond right away that you aren’t going to leave them hanging.
Once customers start messaging you and asking common questions, you may want to set up Instant Replies for when you’re away from Facebook. For example, if someone sends you a Facebook message, you can set up an Instant Reply. That person will automatically receive an automated message in the chat box. Customize the Instant Reply to let the customer know that you value them and will get back to them as soon as you can.
At the same time, you may want to consider setting up Saved Replies as well. These are canned messages you can set up for your Page to answer common questions. Saved Replies save time and energy for when you want to get through the messages in your inbox, but you want to send each customer a thoughtful and helpful reply.
- Facebook Ads for Getting More Messages
Just like with other forms of social media content, there are ways to boost traffic to Messenger through paid advertising. The following is a break-down of the different types of Facebook Messenger Ads.
-Click to Messenger: These ads prompt users to message your business on Facebook and will direct users to a chatbox with the simple click of a button.
-Re-engage ads: nurture leads and re-engage with customers who were previously chatting with you on Facebook Messenger through sponsored ads.
-Ads in Messenger: These ads blend in well with the platform and appear on the homescreen of the Facebook Messenger app.
-Local Awareness Ads: These ads come up when users are nearby your business. There are call-to-action buttons to choose from for these ads, including get directions, call now, learn more, and send message. The send message call-to-action button increases messages on your Page.
Photo Credit: httpss://www.facebook.com/business/products/messenger-for-business
- Manage Responsiveness on Facebook Messenger
Set the right expectations by letting people know your anticipated response time. Customers will be able to see how often you reply right on the home tab of your Business Page underneath the About section.
Facebook does keep track of your response rate and response time. Businesses with excellent response times will get a “very responsive to messages” badge published on their Page. To qualify for a badge, pages have to respond within 15 minutes to new messages and to at least ninety percent of messages received. Remember to set your status to away when you aren’t responding to Facebook messages, so that your response rate and response time are not impacted.
- Using the Right Voice
Talking with customers on Facebook Messenger is just as important as providing quality customer service in any other form of communication. You are representing your brand and your company when you are interacting on Messenger.
It’s recommended that you use a friendly and conversational tone on Messenger. Keep it simple; people don’t have visual cues for communication when talking online. So be friendly, welcoming, and as helpful as possible. Customers who have a good experience are more likely to keep coming back.
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