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:
- It really is hard to keep up and reply to these messages in a timely manner.
- 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:
- Turn on Facebook Messenger – It all starts here: Settings, General, Messages & Edit View Screenshot
- 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!).
- 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.
- 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)
- 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.