With nearly a billion active users every month, the opportunity for companies to reach a larger audience with Facebook can be huge — and even small, local businesses should be trying to capitalize on this wide market.
From social media posts to local awareness ads, The Web Guys can manage your business on Facebook for success. Businesses have countless opportunities to reach a target audience, but what about the customers themselves who need to contact the business directly? Here’s why Facebook Messenger is an important tool for communication between customers and businesses. But first…
What is Facebook Messenger?
The Messenger platform includes a thread of the most recent private messages between Facebook users while also storing their entire chat history. Messenger was originally for personal messages and group chats, but in 2015, Facebook brought businesses onto Messenger in order to enhance how people and businesses communicate. Through Messenger, businesses can do the following:
☑ Answer questions privately
☑ Send order confirmations and shipping updates
☑ Provide real-time customer support
☑ Address customer complaints
Desktop vs. Mobile App
While messaging is an integrated feature on desktop, users will need to download the separate Facebook Messenger app in order to access messages on a mobile device. As of Jan 2016, over 800 million users have downloaded the Facebook Messenger app. The social-media giant devised the app exclusively for chatting to make messaging on mobile faster and easier to navigate, giving businesses more incentive for using the platform for readily available customer support.
Using Facebook for Customer Service
To access the features below to optimize your Facebook page for customer service, log in as manager of the page and go to Settings. You’ll find these features under the “Messaging” section:
1) Display Response Time
To make your response rate visible on your company page, select which response time best represents your follow-up time to inquiries.
2) Set an Away Message
If you don’t have someone to manage Facebook Messenger outside of business hours, you can enable an away message to let users know you’ll get back to them.
3) Create Instant Replies
Instant replies let the customer know immediately that you will be contacting them soon. Customize your reply with the “Add Personalization” feature to include the user’s first and last name, your website URL, address, and more.
4) Adding Labels and Notes
Aside from settings, you can also manage your messages with the right sidebar panel located in “Messages.” Include labels to help organize your conversations and write notes for later reference.
Of course, there are additional ways to improve communication between prospective clients other than Facebook. For starters, The Web Guys can work its magic by creating an easy-to-navigate website that provides clear communication to your audience. Interested in learning more about what makes us industry experts? Contact us at (317) 805-4933 to learn more.