Facebook Messenger is a tool that evolved from just a casual conversation app into a million-dollar sales funnel tool. It might not look like the part because of the tons of emojis and GIFs you can send. However, those features are part of the charm. Messenger is actually the ultimate customer service tool because millions of people interested about your business will use your Page to send their suggestions, comments, and complaints.
From the consumers’ perspective, it is easier to communicate with business through Facebook. Instead of leading them to your site’s Contact Us page or Live Chat, Messenger saves them a few clicks. An immediate response shows the consumer the business cares. Resolving the matter quickly helps in creating conversions, too.
To top things off, Messenger is free for any business to use. However, not all businesses are utilizing it to their advantage. Here are a few tips that will help your business maximize it and give your business an edge.
Five Ways To Use Messenger For Customer Service
Respond as Quick as Possible
Early this year, Facebook had introduced the Messenger semi-CTA button. Underneath your profile photo is your measured response rate that your consumers can see quickly. If your replies to consumer concerns are quick for the entire day, then your response time average is rated as “very responsive.” The semi-CTA button turns yellow, allowing it to attract attention and become a customer support beacon online.
In this light, it makes sense to have a team that can respond quickly to consumer queries. The quality of your employees’ responses does matter. However, by just responding fast, you can turn on the customer support CRM button on your page. In a way, it helps your branding efforts tremendously.
Efficiently Integrates with CRM Platforms
Almost all customer relationship management (CRM) platforms integrate with Facebook. Here are some notable ones worth using.
Zoho: Its integration with Facebook Messenger gives it insight about your audience’s interests. It updates your chat sessions inside your CRM account. It can also integrate with your business’ Facebook page for maximum usability.
Salesforce: The CRM’s cross-platform capability will reflect a consumer’s Facebook Messenger query and status update on all your business channels. This allows your employees to respond faster to a client’s concerns with ready and updated information on hand.
There are other CRMs out there capable of absorbing Facebook Messenger’s real-time to your customer relationship-building efforts. Just keep looking for them!
Provides an Enriching or Resolved Experience Than Outbound Support
Facebook Messenger has over 900 million users in every single minute. If your business has a global reach, then you can estimate to have the same number of people who need your support. Providing a 24/7 customer support service might seem daunting, but it is a great investment. Facebook Messenger can provide a value-adding experience if your staff can resolve a consumer’s issue quickly.
It goes without saying that you’ll need your best-trained support staff in the 24/7 loop as much as possible. However, that can be impossible. The best way to go about this: have best-performing support staff converse with loyal clients and advocates. Have your reserve best performers mentor underlings in handling pre-loyalty level consumers to improve them.
Use Chatbots to Amplify Your Workforce
Chatbots are not the clunky versions of themselves from five years ago. Nowadays, they can create a quick and enriching user experience if done properly. These bots allow your customer department to take a breather every once in a while. The bots do not need an AI; you can provide several options that the user can take to resolve their problem.
The concept of chatbots is similar to phone line answering machines. However, instead of pressing numbers to make a selection, they can just click a button. If their troubles are general, then a chatbot with FAQ data can answer it for them by narrowing down the problem. Businesses can create case-specific chatbots that their general information bots can redirect where needed.
A Powerful Marketing Funnel Component
Facebook Messenger is one of your most powerful marketing funnel components. You gain the ability to provide real-time technical support with positive resolutions. Consumers will perceive the genuine concern your business has in resolving consumer issues. If you can light up your Messenger button on your page, then you can enrich your consumer’s experience, too.
However, make sure to update your methods once in a while. You can share content to clients you have contacted through Messenger. Aside from aiding your content marketing campaigns, you can also provide them insider offers and exclusive deals. People pay attention when pages message them for offers, at least for the time being.
Do you think Facebook Messenger is an effective customer relationship-building tool? Share your opinions in the comments section below!