Responding on Facebook Messenger

Posted by David Chism | Fri, Jan 26, 2018

 Responding on Facebook Messenger
All my cus­tomers have a Face­book Busi­ness Page. Over the years I have seen a few prospects and cus­tomers of my clients reach out com­plete­ly through Face­book, using the Face­book Mes­sen­ger. This past year, I’ve seen con­sumers use the mes­sag­ing fea­ture even more on Face­book as well as oth­er plat­forms: LinkedIn, Yelp, Ang­ie’s List, and so forth. The goal if you accept mes­sages on your Face­book page should be to make it easy for con­sumers to get in touch with you. The prob­lem with this, how­ev­er, can be two-fold: 
  1. It real­ly is hard to keep up and reply to these mes­sages in a time­ly manner.
  2. A lot of com­pa­nies don’t get noti­fied that they received a mes­sage and don’t reply at all!

6 Tips for Using Face­book Mes­sen­ger for Your Busi­ness in 2018

Here are a few key tips to keep in mind: 
  1. Turn on Face­book Mes­sen­ger — It all starts here: Set­tings, Gen­er­al, Mes­sages & Edit View Screen­shot
  2. Set Real­is­tic, Clear Expec­ta­tions — Edit your hours of when you will typ­i­cal­ly reply and cre­ate an auto-response (Set­tings, Mes­sag­ing Edit — See Screen­shot). I like to set real­is­tic expec­ta­tions here, let­ting peo­ple know when I am online and when I typ­i­cal­ly respond. If this auto­mat­ic response isn’t in place, I feel peo­ple expect a faster response. Also, when you have the auto-reply fea­tured turned on, Face­book gives your com­pa­ny a qual­i­ty response time rat­ing score. You don’t want a typ­i­cal response time” of 24 hours or even 2 weeks (yes, I’ve seen that!).
  3. Down­load and Use Face­book Pages” for Android and/​or iPhone on Your Mobile Device — It’s not as slick as the native Face­book Mes­sen­ger (for per­son­al use), but it does work. And remem­ber, once it’s down­loaded, make sure you turn on Noti­fi­ca­tions so you will know when some­one mes­sages you through your Face­book Page.
  4. Book­mark your Face­book Mes­sag­ing Page on Your Desk­top — You’ll want this to be easy to access: go to your busi­ness page and click on INBOX, then book­mark that page (See Screen­shot)
  5. Make It a Team Effort — You’ve already got plen­ty to do, so make sure oth­er mem­bers of your team are keep­ing an eye on the inbox as well. More eye­balls + more account­abil­i­ty = faster responses.

Take It a Step Further!

Here’s an option­al tip: install Mes­sen­ger on your web­site as an option for peo­ple to send a mes­sage. It is not as instant as Chat” so not every­one is expect­ing an instant reply. Remem­ber, if you have the auto-reply turned on, that sets the expec­ta­tion that you are (and will be) respon­sive to their request. More large cor­po­ra­tions are mov­ing their teams over to Twit­ter and Face­book Mes­sen­ger to respond to con­sumers. This is real­ly because most con­sumers have an account on one of those plat­forms and are always logged in. So, make sure your com­pa­ny is ready and respon­sive to this grow­ing line of com­mu­ni­ca­tion with your cus­tomers. Don’t be left behind! Here are a few arti­cles that do a great job edu­cat­ing you more on the ben­e­fits of (and how to use) Face­book Mes­sen­ger for your busi­ness. https://​www​.social​me​di​aex​am​in​er​.com/​h​o​w​-​t​o​-​u​s​e​-​f​a​c​e​b​o​o​k​-​m​e​s​s​e​n​g​e​r​-​f​o​r​-​y​o​u​r​-​b​u​s​i​ness/ https://​www​.social​me​di​aex​am​in​er​.com/​h​o​w​-​t​o​-​u​s​e​-​f​a​c​e​b​o​o​k​-​m​e​s​s​e​n​g​e​r​-​f​o​r​-​s​o​c​i​a​l​-​c​u​s​t​o​m​e​r​-​s​e​r​vice/

About David Chism

David Chism started his business out of a passion for helping small contracting businesses grow, be more profitable and become better known to their target clients. One lifelong hobby of David is using techie gadgets. So this blog is a place where he writes about technology, marketing ideas, just for fun (humor), personal thoughts on small business and more.


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