• Skip to content
  • Skip to secondary menu
  • Skip to primary sidebar
  • Skip to footer

Best 4 Businesses - Entrepreneur Resources HomepageBest 4 Businesses - Entrepreneur Resources

How to Start a Business Right: Ideas, Names and Tips

  • STARTING
  • BRANDING
  • FINANCING
  • MARKETING
  • ACCOUNTING
  • REVIEWS
  • STARTING
    • Ideas
    • Business Formation
    • Patents
    • Entrepreneur Advice
  • BRANDING
    • Logos
    • Business Names
    • Website
    • Business Cards
  • FINANCING
    • Startup Funding
    • Line of Credit
    • Invoice Factoring
    • Loans
  • MARKETING
    • Sales
    • Advertising
    • Social Media
    • Email
  • ACCOUNTING
    • Software
    • Credit Cards
    • Payroll
    • Taxes
  • REVIEWS
This page may contain affiliate links. Please read my disclosure for more info.

How to Use Facebook Messenger to Provide Excellent Customer Service

July 23, 2019 by Marsha Kelly, Serial Entrepreneur

Social media has changed how consumers engage with businesses and companies. Users have now gained access to public platforms that allows them to voice out their thoughts and opinions. 

business tips for facebook

As a result, those opinions can now reach a larger scale, with the power to propel a service or a company to success. On the other hand, it is also capable of damaging a brand’s reputation that they have painstakingly built for years. 

 

The discussion is still there whether or not you want to offer customer support on social media. In fact, using social media as a customer support channel is fairly essential these days. Most big brands out there are not just keen on adopting social customer service. 

 

Incfile makes entrepreneurship easy. Get started with $0 LLC today!

However, businesses should prioritize this. Why? Because about two-thirds of users contact companies on social media mainly for customer service purposes.

 

Through Facebook Messenger, it is now relatively easy for people to contact companies via messages. Although there are still companies who are a bit cautious of using Messenger for their business, a lot of people are actively seeking out this channel. 

 

In this post, we will provide you with some effective tips on how you can use Facebook Messenger to give your customers excellent customer service:

How to enable Messenger on your Facebook Business Page

First and foremost, you need to have Messenger set up in your Facebook Business Page. Listed below are the steps on how you can activate the Messenger function, and easily set this up in your Manage Page settings tab:

Incfile makes entrepreneurship easy. Get started with $0 LLC today!

Naming Tips: How to Come Up with a Catchy Business Name

 

  • At the very top of your page, hit Settings. 
  • Then, from General, click Messages.
  • Check the box right next to “Allow people to contact my Page privately.”
  • Finally, hit Save Changes. 

Send a welcome greeting

At its core, a welcome greeting is a message that is sent automatically for every new conversation a user has with your company.

 

Although it is not the most advanced customer service techniques, it is a great opportunity to set the tone of the conversion from the very start. It is also an excellent way to show off your brand’s personality. 

 

Incfile makes entrepreneurship easy. Get started with $0 LLC today!

Ideally, your welcome greeting should entice the prospect to start a conversation with you. Moreover, it also shows that you are more than happy to speak with users who connect with you on Messenger. 

Respond quickly and consistently

Customers want a quick response. To give you an idea of what we are talking about, let’s dive straight right in the Facebook business page.

 

Have you ever come across the very responsive to messages badge? Well, that badge shows how pages respond quickly and consistently to messages.

 

To get this badge, you must have a 90 percent response rate with a response time of 15 minutes or less in seven days.

 

Naming Tips: How to Come Up with a Catchy Business Name

In relation to this, customers also want customer support, 24/7. Chances are, issues are expected to arise at night or even on weekends. In fact, 57% expect the same response time on weekends or at night as with normal business hours. 

 

Facebook Messenger makes your support team a lot more efficient. Not to mention, you will see a huge shift from inbound calls to messaging, which is more cost-effective in the long run.

 

So, be sure to respond immediately with your customers in messaging, like you would in other platforms. 

Hire highly-skilled communicators to run your page

Ensure that the agents you hire are already well-versed in social media support, and has received enough coaching before you let them handle customers. 

 

Not you only need resourceful staff; they should also have a solid grasp of style and language. Hire people that can exercise good judgment, who can act professionally, and has a solid understanding of the type of language that you use in a customer service environment. That will prevent any horrible customer escalations and other PR nightmares from ever happening. 

Initiate a private conversation with anyone on your comment section

You can also lookout for ways wherein you can initiate private conversations.

 

Facebook has already added a feature to place a clear notice when you respond privately to a post or comment. That will let the public know that you already started a private conversation.

 

Naming Tips: How to Come Up with a Catchy Business Name

This new feature is helpful, especially if there is a matter that you want to address privately.

Find a balance between technology and the human touch

When it comes to dealing with a lot of questions from customers, it is sometimes easy to respond like a machine with perfectly canned answers. 

 

But the truth is, you need to treat every customer conversation in Messenger as if it is a normal conversation or a phone call from a customer. 

 

Do not be a robot.

 

You know what they say about first impressions. That may be the very first time a potential customer reaches out to your brand or business. So make those first impressions count. 

Personalize each conversation

Adding a personal touch means that you need to address your customers by name, whenever they leave feedback or questions on your page.

 

Do you know that calling people by their names is one of the sweetest  (and most important word) in their whole dictionary? So, whenever possible, respond to the conversation on a first-name basis.

 

When you have the time before responding to a message, take your time browsing and learning more about the user. You will be able to know basic information such as their name, gender, location, and even their likes. Your goal here is to play it smart. Engage the user instead of having a standardized approach to every single conversation. 

 

Doing so helps build trust over time. It also leads to more interesting conversations, as well. 

Embracing Facebook Messenger

At the end of the day, the very core of customer service is meeting your customer’s needs, no matter what platform they use to reach out to you. 

 

Facebook Messenger is another excellent way to conduct private and meaningful conversations with clients. Not to mention that it could be one of the most convenient ways for both parties to acquire and provide customer support.

 

About the Author – Kevin Urrutia is the founder of Voy Media, a New York Adwords Company. He is dedicated to helping businesses triumph over the ever-changing marketing landscape. He crafts results-oriented solutions that are tailor-fit for each client his team works with.

 

Small Business Promotion on Budget: 6 Best Mobile Marketing Channels

The Business-Case for Chatbots

Check out my guide on how to start your business right with tons of useful tips I learned by successfully starting, building, and selling multiple companies.

FREE Business Naming Toolkit

Get my FREE 21-page ebook filled with the best brand-building tips and pro tool links to create your perfect new business name.
Invalid email address
We promise not to spam you. You can unsubscribe at any time.
Thanks for subscribing! Please check your email for instant access to your toolkit!




Discover Your Best Domain Name

How to Choose Between Startup Business Ideas: Which to Launch First?

75 Fashion Business Ideas for Stylish Entrepreneurs

Cool Business Ideas for College Students to Start in University

Costs to Start Jewelry Business: Store, Online & Handmade

Calculate Startup Costs: What It Costs to Start a Business




Footer

Recommended best software and tools recommended for small business and entrepreneur startups

LEGAL ZOOM DISCOUNT CODE – BEST4B20 – SAVE 10%


legalzoom promo codes discount

RECOMMENDED ACCOUNTING SOFTWARE


quickbooks gopayment reviews

BEST LOGO DESIGN WEB SITE – SAVE $99

Best 4 Businesses - Entrepreneur Resources Homepage

Copyright © 2021 Best4Businesses.com · All Rights Reserved

x
Don't miss out!
Get a FREE Business Naming Toolkit
Filled with powerful brand-building tips to help you come up with your PERFECT new business name :)
We promise not to spam you. You can unsubscribe at any time.
Invalid email address
Thanks for subscribing! Please check your email for instant access to your toolkit!