As you know from our last blog post, Facebook Messenger is a must-have for small businesses. The sheer number of people interacting on the app is reason enough to get on board. But there are so many more reasons to use Facebook Messenger for marketing! One of the main reasons is that it can signiﬁcantly impact your level of customer service and, more importantly, customer satisfaction. Keep reading to learn 3 ways you can use Facebook Messenger to boost customer satisfaction.
1. Facebook Messenger helps boost customer satisfaction by highlighting companies and Pages that are actively communicating with their target audiences.
Facebook Pages have enabled a feature that shows how quickly companies will respond to their followers’ messages. Pages have the option of turning this feature on or off. If your business is able to respond to messages quickly, or at least within a 24-hour window, we highly recommend turning the feature on! The faster your response time, the better your customer service will appear to be. If you answer your questions quickly, you can even get the highly coveted“typically replies within minutes” designation. Showing your followers you care is important, and one of the best ways to do this is to respond to their messages quickly and thoughtfully.
2. Facebook Messenger helps boost customer satisfaction by offering “Away” status availability and Instant Replies.
One great thing about a Facebook Page is that it is always open for business, 24/7. That doesn’t mean it must be monitored 24/7, however. To help maintain a balance, Facebook Messenger offers an “Away” mode that will show your customers and clients when there is not someone standing by to answer questions and messages immediately. The feature is automatically set for a 12-hour window but an be changed at any point. In addition to this feature, Facebook also allows you to send Instant Replies to people who message you for the ﬁrst time. These are sent so that people know messages are received and to help provide general information. They are not a stand-in for personalized responses but can be helpful in providing necessary background information that people will need to know about your company in general.
3. Facebook Messenger helps boost customer satisfaction by creating a more intimate space for business relationships.
As mentioned previously, there are over 1 billion users on Facebook Messenger. Your target audience is likely already using the app on a regular basis. So, when they are looking for answers to a question about your business or products, Facebook is likely a resource they’re using. Social Media Examiner comments that since 89% of Facebook users check Facebook 14 times a day, these users “have an intimate relationship with Messenger.” They explain that “when your company starts conversations with users, you’re befriending them on that level. This is how to change business relationships to personal ones.” Remember, social media is meant to be just that – social. To connect well with your target audience on Facebook, it is important to have a more personal, social relationship with them. Facebook Messenger is a great way to do this and to show that your company values customer service and customer satisfaction.
Do you want to integrate Facebook Messenger into your small business’s social media marketing plan and boost your customer satisfaction but aren’t sure how? We at VisionPath Marketing would love to help! Contact us for a free consultation.