Facebook Messenger Management

Have you noticed that more and more com­pa­nies are using Face­book Mes­sen­ger to communicate?  Larg­er cor­po­ra­tions, includ­ing Ver­i­zon Wire­less, Com­cast, and Sonos, for exam­ple, use Face­book Mes­sen­ger to offer sup­port direct­ly to their cus­tomers. I am def­i­nite­ly one of those guys who use this easy and con­ve­nient tool as often as pos­si­ble. Most of the time, I get a quick response! I’ve noticed that many home improve­ment com­pa­nies that have a Face­book page have Mes­sen­ger turned on (ready to receive mes­sages), but they don’t respond in a time­ly man­ner at all. Your com­pa­ny has the oppor­tu­ni­ty to ful­ly con­trol Face­book Mes­sen­ger (FBM):

• You can turn it on or off at anytime
• You can offer spe­cif­ic peo­ple with­in your orga­ni­za­tion access to the plat­form, ensur­ing that no ser­vice or sales request is lost
• Those of you who already use and see the ben­e­fit of Face­book Mes­sen­ger can go a step fur­ther and cus­tomize some of the fea­tures of the app
• You can even install the rec­og­niz­able but­ton on your web­site (or your email signature)!

In short, if you real­ly own it, FBM is a great tool to com­mu­ni­cate with your cus­tomers and prospects (and to make your respon­sive­ness sets you apart from the com­pe­ti­tion). I would, how­ev­er, high­ly rec­om­mend that you review how your com­pa­ny uses it, who will be respon­si­ble, and make sure you do what it takes to nev­er miss a request. It’s very frus­trat­ing for a con­sumer to reach out on a social media plat­form and won­der if they’ll ever hear back. As always, if you get stuck, reach out to my team for help on learn­ing more about Face­book Mes­sen­ger.

Bonus Tip:

Make sure your team down­loads and uses the Face­book for Busi­ness app, giv­ing them all easy access to read and respond to inquiries on FB Messenger.