One of the first duties of any successful business owner is to make sure that they serve their customers promptly and accurately. Customer service is one of the core activities of any company, one which you cannot neglect.
In the era of social media, your prospects and customers are less and less inclined to wait for an answer. They get instant service, or they take their business elsewhere. And this is where social media can help you–more precisely, this is where Facebook™ Messenger comes in. This direct messaging app was created initially with the purpose of allowing users to have private chats, and as it became more advanced, it enabled shared photos, files, and even live video chats.
For businesses, Facebook™ Messenger is a godsend. Through Messenger, prospects can ask questions concerning business hours, the availability of certain products, the procedure for refunds or sending a product for repairs.
Of course, it is not enough to have Facebook™ Messenger–you have to set up policies and procedures in order to use it for customer service. Here are a few helpful ideas:
- Set up a Standard Welcoming Message
When a Facebook™ user sends a message through Messenger, they should receive a welcoming message. It should be friendly, mention your brand name, and encourage the user to continue talking to your business.
It is the equivalent of walking into a store and being approached by a shop assistant who asks, “How can I help you?” This simple courtesy is sufficient to earn you goodwill and keep the prospect engaged with your business via Facebook™ Messenger.
- Turn on Away Messages during Holidays and Off-Business Hours
There is nothing more frustrating for a customer than typing a message in a direct messaging service and waiting for a reply that never comes. People will not instantly guess that your business hours are over. Their first thought is that you are ignoring them and they will leave your page.
The Away Message function will avoid this situation. The prospect will receive a courteous message telling them that their message will be dealt with as soon as you are open for business again. It does not take a lot of effort to compose such a message or set it up, but it may keep an undecided prospect on track to becoming a customer.
- Save Time with Saved Replies
Saved Replies are the Facebook™ Messenger version of the FAQ page on your website. After a time, you will be able to compile a list of standard replies to common questions, such as what your business hours are, directions to reach your brick-and-mortar store, or the warranty period for your products.
This will save you a lot of time, because most of the people who contact you for the first time on Messenger ask the same questions. Instead of typing the same thing over and over again, you simply select the appropriate saved message and send it.
- Get Your Facts Right when Dealing with an Existing Customer
When you get a message from one of your customers, do not fall back on convenience and start asking them things you should know, things which are already written in the customer file. People expect you to know a few details, such as their email address, or the last product they purchased from you, because they know you collect and use such data.
Being ready with the basic details shows that you are really willing to help them and you know their interests, needs and problems. The less time you take going over identification and purchase details, the happier your customer will be.
- Create and Maintain a Human Voice
We have spoken about automated greetings, away messages and saved replies. When you prepare them, make sure they have the same tone of voice you use in your blog posts, in your podcasts, and in your emails. They shouldn’t sound like messages composed and posted by a robot, even if you do use a chatbot for Facebook™ Messenger.
Even if you exchange texts, make sure that your prospects can sense a human voice and a human face behind your messages.