Facebook Messenger is one of the most essential messaging apps manufacturers use to connect with clients worldwide. Ensure you’re utilizing it correctly. In this guide, we cover the use of Facebook Messenger for all your business needs. Plus, we include ideas and the greatest practices in your subsequent Facebook Messenger marketing campaign.
What’s Facebook Messenger?
Facebook Messenger is Facebook’s dedicated messaging app and platform. Over 1.3 billion users around the world (and 181 million in the USA alone) use Messenger to remain connected with family and friends — and companies.
The platform helps text messaging, voice, and video calls (together with group video calls). Customers can personalize their expertise with a choice of chat themes, stickers, and custom reactions that includes avatars. As of June 2021, Facebook is testing an in-app payment system, Facebook Pay, that may enable customers to request and send money via Messenger.
Messenger can be a popular customer service channel for manufacturers that have a presence on Facebook. Companies can use it to reply to questions from clients or as a promoting channel.
Facebook Messenger is free to use for anybody with a Facebook account and an internet connection.
Considering utilizing Facebook Messenger for business? Listed here are some of the top advantages.
Digital natives count on your business to be online and available. In a worldwide survey run by Facebook, more than 70% of individuals said they count on to be able to message businesses for customer service. Moreover, greater than 59% expect to message businesses to make purchases.
Right here’s how individuals use Facebook Messenger, in accordance with a Facebook research poll:
- Greater than 81% of respondents message businesses to ask about services or products
- Some 75% of respondents message businesses for help
- Greater than 74% of respondents message business to make a purchase order
It’s easy. If your organization is open to dialogue, your organization is easier to trust.
And that trust may be earned on reputation alone. In a poll by Facebook, the majority of people that message companies say that the choice helps them really feel extra confident a few models. Simply knowing messaging is accessible is sufficient for some clients.
Think about you’re about to make a big purchase. If you need to select between an organization with help and one other without, which might you decide? Which one would you come to? Unsurprisingly, once individuals begin messaging businesses, it usually turns into their top way to contact businesses.
When somebody reaches out to you on Facebook Messenger, it creates a possibility for your business to observe up. Every message exchange is an opportunity to learn useful details about a buyer that may assist construct a long-term relationship.
As soon as your business has responded to an initial message, there are a number of explanations why you would possibly need to re-contact this buyer in the future. And now that the channel is open, you possibly can.
The follow-up to make a particular provide, anticipate a necessity, introduce new services or products that could be related, etc.
The choice to message your business earns customer trust. And trust makes it simpler for purchasers to buy. In a Facebook poll, 65% of people mentioned they’re extra likely to shop with a business they will attain through chat.
On other occasions, individuals are one query away from making a purchase order. Through the use of Facebook Messenger to simplify the question-and-answer trade, your model might help clients make purchasing selections. And get them additional down the funnel. This can be a win-win.
Facebook Messenger is an effective channel for conversations that might be better saved private.
Perhaps a buyer has a query that they’re shy to ask publicly. For instance, Stayfree Africa uses Facebook Messenger as a safe space for purchasers to speak about their intervals. Or, possibly a buyer had a negative experience that you’d rather resolve privately.
Taking the time to speak with clients one-on-one reveals to them that you are worth their business and care about their wants.