Messenger and Instagram DM are one of Facebook’s keys to its success. You receive messages from your friends and you can communicate freely with them. Did you know that you can also use this tool to assist your customers properly?
Nowadays, potential customers browse social networks and as a company we should not waste this huge opportunity. Being present on the platforms where they are and offering customer service can work in our favor.
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Why should a company integrate Messenger as a customer service channel?
Let’s start talking about the use statistics data of Facebook Messenger. Globally, there are 1.3 billion people using the app almost every day. It’s more than probable that most of your clients have it on their mobile phone as well. Having to fill out a contact form, send an email or phone your business may not be a good idea.
It seems much more logical to allow them to send you a message and wait for a reply. There are also other advantages to consider:
– Savings in their management: Customers prefer to be able to talk to a live agent, but you also have options such as automating responses or including frequent questions. The use of both alternatives helps to reduce the consultation time and to obtain an immediate response.
– Usability: Agents can handle several conversations at the same time and not just one as in the case of using the telephone. The implementation of multitasking processes is higher and the capacity to attend more clients at the same time increases considerably.
– Customer proximity: It all depends on segmentation and your market segment, although both aspects seem to be diffused if immediacy of response is taken into account. It is essential to speak to customers in their own language and apply your business philosophy. Keeping the tone is synonymous with taking advantage of the options that Messenger offers to promote your brand.
-You bring your business closer to your clients: There is nothing worse than sending a message to a company and having to wait several days for feedback. Controlling the waiting time and offering quick and immediate responses works in your favor. This way, your clients and potential clients will feel that you care about them and that you want to offer them a fast and efficient service.
Why are Messenger’s functions so recommendable?
As an individual user, you may feel that the application needs some kind of element to give a professional tone. Even if you are not familiar with them, the app offers a number of functions that increase the benefits of using it.
It is possible to send automatic messages to those who are interested in your advertising campaigns. Use their responses to find out if they are potential clients who could end up buying one of your products. The ability to generate alerts for customers to remind them of a pending appointment or that a product is back on sale is always appreciated.
Goodbye to the one-day extension to respond
Not so long ago, a company used to give customers 24 hours to reply. Facebook decided to remove this option which will make you check your messages on a regular interval.
Other benefits that make Messenger a must-have
Thinking that this application is only useful to respond to clients is to have a little biased vision of your business activity. Don’t forget that Messenger can also be used to track the pulse of your business and to enjoy benefits such as the ones discussed below.
A suggestion and complaints box
The one-way relationship in which the company sells and the client tries to communicate with it has disappeared years ago. Now, the relationship is two-way and your customers have the right to tell you what they don’t like.
You can program a chatbot that offers immediate responses, but it is much better to deal with each message personally. You will be able to speed up the complaint process and achieve better results.
An advertising platform
The quantity of advertisements to be sent must be carefully measured, it can sometimes be considered almost an invasion of the client’s privacy. Know the interests of that person and specify the type of advertisement to send. Exclusivity and extra value for each mailing are always recommendable options.
Increase your conversion rates
Up to 98% of companies have used this tool to promote conversion. In fact, customers feel that the exclusivity you offer them by sending them a personalized message is synonymous with your concern, which ends up motivating them to buy.
Recruiting new employees
The HR department can program the questions to be asked to meet the perfect candidate depending on their answers. The option to include specific requirements in the offer and connect them with the type of messages which best match the offer saves a lot of time and makes it easier to find the right talent.
Implementation as a solution
The above does not make any sense if we do not periodically review the functioning, new developments and implementations proposed by Facebook. Neither is it appropriate to throw away the data provided by the messages received, because it is recommended to analyse them properly in order to correct any mistakes that may have been made.
As it is a virtual access gateway to all your services, it is essential to evaluate the application correctly, underlining its undoubted value and its adaptability to all types of businesses.
A SME or a large company can take advantage of the various benefits listed above and create an omnichannel customer service strategy. Every message can be turned into a purchase or at least an appropriate response to an incident. Working with the client and offering them everything they need is synonymous with commercial success.
So it can be concluded that using Messenger can help you to reach your most optimistic goals. Trust Livebeep to make it easy for you to communicate with those who allow you to open your business every day by managing messages from all the main social networks in one place and integrating a live chat on your website. You will certainly get the best possible results and, most of all, improve your company’s image with the minimum effort possible. Start your free trial.