As people become more and more dependent on their smartphones to connect with the world around them and with their friends, social media platforms have shifted their development tactics. While desktop-based features were the main focus until four or five years ago, at the present mobile apps rule the social media world. And one of the main leaders of this trend is none other than Facebook™.
One of the biggest moves made by the social media giant was to split its main functionalities into different apps. Now there is the main app for browsing Facebook™ as a private user, one app for managing your Facebook™ pages, and one app for private messaging. Today we will talk about this last feature, Facebook™ Messenger, and the ways in which your business can use it to interact with its followers.
“Why would private messaging help my business?” you may inquire. “Isn’t my Facebook™ activity supposed to be public?” The answer is yes and no. There are various situations when having a private one-on-one conversation with your customers is more effective and advisable, as well. These tips we will share with you below are not restricted to your marketing activities, but they also help build customer loyalty and help increase your level of confidence among Facebook™ users.
1. Stimulate Private Messaging with Scannable Codes
Messenger Codes are a special feature offered by Facebook™. They behave in a similar manner to QR codes: they can be printed on business cards or brochures, inserted in an email signature, on your website or in a TV ad, and they can be scanned specifically with the Messenger app provided by Facebook™. As soon as the code is scanned, the user can initiate a private messaging session with your Facebook™ page.
2. Improve Customer Service through the Messenger App
Whenever people want to ask businesses about the availability of a product or the terms and conditions of a special offer, they prefer to have a one-on-one discussion with a customer service representative of the business. Posting a public message on the Facebook™ page does not guarantee either a quick reply or the privacy the customer may desire.
By encouraging your customers to ask you these questions through the Facebook™ Messenger app, you are effectively creating the Facebook™ version of live chat on websites and 24/7 customer service hotlines.
3. Set up the Instant Reply Feature
Of course, it is not always possible to reply to your followers’ inquiries instantly. On those occasions when you know that there is no one available for more that a few hours to reply, you should set up Messenger to send instant pre-determined replies and greetings. These messages range from a short message of thanks, letting users know that they will receive an answer soon or a greeting on users’ birthdays.
4. Learn to Use Chat Bots
Chat bots are your free customer care and sale assistant clerks, never tired, never out of shift, and never demanding a pay raise. They are a special type of app, including artificial intelligence elements which allow them to be trained to perform specific tasks, give replies, understand requests and provide answers.
Chat bots have invaded the online world on various websites and forums. There are even “bot nurseries” where people can develop and train their own bots for scientific, business, or even entertainment purposes. Chat bots are allowed on Facebook™ Messenger and they are a growing trend among companies who want to be always online and available for their customers.
How Do These Features of Facebook™ Messenger Help Your Marketing Efforts?
Using private messaging is no different to your public posts in terms of promoting your products and services. Whenever people send a Messenger inquiry, you can offer them suggestions of products, combination of products, or decide that their loyalty deserves a special discount. Bringing marketing down to a direct interaction level is actually the key to building stronger relationships with your customers and driving more sales from your engagements on the social media.