If you’re not using Facebook Messenger to interact with customers and prospects, you’re missing out. Two-thirds of consumers prefers to use messaging apps to connect with brands.
Facebook is almost 2.5 billion active monthly users In Q4 2019, if you want to differentiate and grow your business, Facebook Messenger is the place to be.
Consider these numbers:
- had in 2017 70 million businesses with a Facebook presence.
- According to a recent survey, 83Percentage of female-owned small and medium businesses use Facebook Messenger to interact with customers.
- But in total, just 31% of businesses use Facebook Messenger.
Some brands use Facebook Messenger to increase loyalty and sales. But not millions more. If you want to differentiate your brand, this is a great opportunity.
In this post, we’ll explain how Facebook Messenger can benefit your business and the etiquette of this important channel.
Why should you use Facebook Messenger for business?
Users facebook messenger as a direct, private line to the heart of a business. It’s also a great way to get a quick, personal response. In this environment, your business can serve people well, build relationships, complete transactions, and lay the groundwork for future sales.
With Facebook Messenger, you can not only engage with consumers through personal messaging, but also buy ads to attract consumers or re-engage with people who have already contacted you. Currently, there are two types Facebook Messenger ads:
- Click-to-Messenger ads—A call to action appears on the brand’s Facebook page. When users click on Messenger, a conversation starter appears. It usually includes an offer that encourages the user to take the next step.
- sponsored message—A sponsored message appears in the Messenger inbox of a user interacting with the brand’s Facebook page. These advertisements can take various forms (see The complete guide to advertising on Facebook).
By making the most of Facebook Messenger through great ads and customer service, you’ll build a loyal community of brands that accept your offers and are more likely to spend.
10 etiquette mistakes to avoid on Facebook Messenger
You’ll never get a second chance to make a first impression on Facebook Messenger. To earn a consumer’s trust, you need to show sincerity, care, and respect. For starters, you’ll want to avoid these 10 etiquette mistakes.
1. Automatic greeting or no response
If someone sends you a message, don’t greet them silently. The friendly text should appear as soon as the thread opens. Use instant replies to confirm receipt of a message, say “thanks,” and set expectations for how soon a live person can respond.
You can personalize your greeting by adding the user’s name. You can also provide contact information so that the user can reach you through another channel.
For a step-by-step guide to creating an instant response Facebook Messenger, the complete guide for businesses.
Source: Facebook for developers
2. Taking too long to respond (or not responding at all)
It’s disappointing when a question or request goes unanswered by a business. And for many consumers, it’s a deal breaker.
When a user sends a message and gets an immediate response, you will need to act fast.
One thing to keep in mind: as soon as you open a message in Facebook Messenger, the sender can see that the message has been viewed. Don’t open messages until you’re ready to respond, but be sure to do so within a few hours.
Businesses with a response rate of over 90% and response times under 15 minutes can earn the “very responsive” badge. A great way to show that your brand is relevant and customer-focused.
To earn the badge, start by following Facebook recommended apps.
If there is no one to answer immediately, a automatic displacement message During the time your Facebook Messenger will be down for work.
(Or, you can use Moyens I/O Inbox to send a message to an available teammate. The video below shows how.)
3. Not providing context
It’s important to send timely replies, but it’s also important that your messages reflect:
- What causes the user to contact you
- Whether they interacted with the brand page or purchased it before
- Whether the user’s message is about a previous exchange
Any message that lacks context can seem deafening. It can also create unnecessary friction for someone trying to get help or complete a purchase.
With Moyens I/O Inbox, each new message appears in a user-specific thread. There, you can see past activity and refer to it in future messages.
4. Using sarcasm or irony
Using sarcasm and irony on social media can be dangerous. How many times have you seen people misinterpret a word that comes out of their mouth and get offended?
You never know when you’ve lost someone’s job (or hope of getting it) if you don’t simply communicate.
Can sharper brands get away with a little more attitude? Not on Facebook Messenger. If someone reaches out to you with a question or suggestion, a sarcastic comment indicates that you are not taking the person or their concerns seriously.
5. Messaging too often
Facebook changed on March 4 24-hour response policy. Businesses now have 24 hours (human or bot) to send messages in response to certain user actions, and no additional replies will be allowed afterward.
User actions that initiate the 24-hour countdown include:
- Sending a message to a brand page
- Clicking a call-to-action button in a Messenger conversation
- Clicking on a Click-Messenger ad and starting a conversation
- Starting a chat with the brand page via the plugin
- Reacting to a message
However, no matter how or why a user reaches out to you, it is not an invitation to fill their inbox. Limit your replies and make sure they are relevant to the first message.
After the initial 24 hour period, you can send event reminders, order and account updates using: fluent message stickers. You can also send sponsored posts to re-engage with customers and potential customers.
Order status updates are always appreciated. So are the occasional flash sales. But don’t overwhelm people with offers. Too many Facebook Messenger notifications will quickly consume brand value.
6. Sending sloppy, error-filled messages
Nothing says “junk” like a poorly written message. Friends can forgive grammar, punctuation, and spelling mistakes, but customers and prospects won’t leave you alone.
Take a moment before hitting “Send”. check for typos, missing words, misplaced punctuation, etc. Try making the language tighter. Make sure you cover all the basics in your answer. The person on the receiving end will appreciate the effort.
7. Write long paragraphs
Think about the last time you looked for a simple answer but came across a giant wall of text instead. You had to scan to find what you needed. It’s frustrating, isn’t it?
The last thing you want to do is give your customers and potential customers the same experience.
Source: Facebook for Business
Keep your messages relevant and easy to understand by limiting them to two or three short sentences. If the user’s question or problem is more complex, you may want to continue the conversation in another channel (phone, email, or live chat).
8. Letting bots do all the work
A Facebook Messenger bot It can be a great business tool. But most of Facebook’s 6 million advertisers don’t seize this opportunity. There are only 300,000 active Messenger bots today.
Bots can accept messages from users, collect input and answer basic questions. They can also complete simple tasks, from checking flight status to recommending products.
You can use quick answersfor example, to request a user’s product preferences or contact information. When the user provides the requested information, this action prompts for a new message and the prompt response request disappears.
Source: Facebook for developers
Here are Original Coast Clothing’s quick answers in action:
Source: Facebook for developers
Don’t rely too much on bots, or you’ll annoy consumers who prefer dealing with real people. If a question or issue is too complex for bots to handle, it should “know” to back off. If a live person is not able to connect, refer users to a different channel so they can get the help they need.
Check out our page to learn more about how to create Facebook bots and how leading brands are using them. The complete guide to using Facebook Messenger bots for business.
9. Forward a message to a third party
Because the platform is private, people use Facebook Messenger instead of posting on a brand’s Facebook page. Forwarding a user’s messages to a third party will be perceived as a breach of trust.
For example, if you need to involve a third party to escalate a customer service issue, you must obtain explicit permission to forward the thread. Otherwise, provide a phone number and/or email address that the customer can use to contact the third party directly.
10. Not saying goodbye
If you assume a Facebook Messenger conversation has ended and remain silent without saying goodbye, you may make the consumer feel neglected or belittled. This wouldn’t be a good look for your brand or a smart move for your business.
It is important to bring a close to every stock market. Always “Is there anything else I can help you with today?” You never know what other loyalty-building or sales-enhancing opportunities await.
Use the Moyens I/O Inbox to interact with your customers and respond to messages from all your social channels in one place. You get full context for every message so you can respond efficiently and focus on strengthening your relationships with customers.