Improving Customer Service with Facebook Messenger

Facebook messenger tips

Do you take time to respond to messages you’re sent on Facebook? Perhaps you’ve just created your business page and you want to provide great service from the start. Either way, this is a great tip for you to implement today.

Facebook Messenger provides excellent tools that will enhance your customer services on the massively popular social media platform.  It is extremely fast and available on mobiles and it helps customers to get in touch in an instant.  The Messenger app is used by 1.2 billion active users each month, only falling behind WhatsApp in popularity. Businesses can use it to enhance their social customer services, providing they don’t ignore their customers.

Chatbot Capabilities

Thankfully, chatbots can now be used in conjunction with Facebook Messenger. A Chatbot can provide an instant automated response, you don’t have to pay them and you can set them up to respond in ways that suit your business. However, Chatbots need to be set up carefully and not all of them will work well. It’s often a case of trial and error. The good news is, Facebook has lots of inbuilt tools ready at your disposal.

One of the features is combined with the creation of an advert. Once a potential customer leaves a response on your ad, they will be sent a message instantly.  You decide what you want the message to say, so make it personable and friendly. You can even provide them with an instant discount to encourage a sale. When you create an advert you can use Adverts manager or Power Editor. Choose your own traffic or conversion objectives and give your campaign a name. It’s also possible to choose your audience,

When you create an advert you can use Adverts manager or Power Editor. Choose your own traffic or conversion objectives and give your campaign a name. It’s also possible to choose your audience, budget, and the format. The format options include carousel, slideshow, single image or video.  It’s important to remember that the message will only work with people who have the Messenger App on their phone.

Set Up Your Response Assistant

The other option you have inside Facebook Messenger is to set up the response assistant.  Head to your Page and click on Settings, Messages. From there simply select yes to set up your instant replies. You can also:

  • Set up the time it will take you to respond. It is set up as “Typically replied in minutes” by default.
  • Inform customers that you’ll respond soon so your responsiveness rating is maintained even when you’re afk.
  • Create a Messenger greeting that will be shown as soon as the customer opens a conversation with you on Messenger.

Update your Facebook Messenger settings and improve your response rates and customer services. Contact us if you’d like help with manage your social media campaigns.

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