As the digital age picks up speed, so has the expectations of your customers.
Most people expect fast communications and nearly instant service, whether they’re asking a question or voicing a complaint and it’s up to you to provide it to them.
More and more often, that means some form of messenger. As many as 76 percent of smart phone users rely on or use a messenger app to communicate with friends, families—and businesses. In fact, according to a Facebook study, about 66 percent of people surveyed said they feel more comfortable with a brand if they could send a message to it.
Still, that kind of one-on-one communication can be time consuming. Here are a few tips to help you:
Be timely. Just like with any other form of feedback, you want to respond as quickly as possible. The easiest way to do that with Facebook Messenger is to download the Pages Manager App, which allows you to respond on the go—even if it’s just a placeholder message that you’ll get back to them as soon as you can. You can set up Instant Replies to say thank you, Saved Replies for answers to commonly asked questions and Away Messages when your business may be closed or if you simply need some time to yourself. You can manage multiple pages through the app, too.
Be personal. Automated messages can save you time, but they’re not appropriate for all communications. You want to communicate with them as if you were talking face to face. Sign your messages with your own name and title, too, to let customers know who they’re talking to—and how important they are to you. It’s okay to use stickers and emojis, too, as long as they’re appropriate for the situation. Don’t respond to a very angry customer with a sad face, for example.
Be open to orders. Many business owners use Facebook Messenger to take orders from customers, too. Some customers prefer to sort out details via text, rather than use the phone, to maintain a record of it.
Keep it together. It’s tough, with so much going on, to stay organized. Make sure you make use of all Facebook Messenger tools: use labels and notes to help keep track of your conversations and important details. Star messages to reminder yourself to follow up them. If you have a team, don’t be afraid to delegate.
Messaging builds relationships and inspires trust with customers and it’s an added convenience for them. Done right, it’ll help you build up your audience and bring new customers to you.