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.
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.