When we think of using social media for business, we immediately think of extensive campaigns via channels such as LinkedIn, Instagram and Facebook. Yet we forget that Facebook Messenger also offers a lot of opportunities for businesses. Gone are the days when you as a company decided which channels customers should use to contact you. The roles are reversed: you have to be present wherever your customers are. That means you have to be accessible via services such as Whatsapp, but also via Facebook Messenger. After all, we are talking about a channel used by some 1.3 billion people worldwide.
The idea that Facebook Messenger is for personal, informal communication may have traditionally been true. But it is precisely that approach that opens up opportunities. After all, don't we all strive for personal and informal relationships with our customers?
Why Facebook Messenger on company page?
Of course, the adoption rate of social platforms is huge and this is certainly true of Facebook Messenger. With over a billion users, Facebook Messenger lends itself perfectly to maintaining customer contact and at any time of day. Just about everyone has the messaging service on their smartphone and consumers enjoy communicating via chat. Originally, the service was mainly for personal use, but now many companies have also discovered its business potential.
Exchanging messages is a click away, as is sharing images, documents and audio. The fact that you can use features such as a buy button and a call button also encourages direct conversion. So the entire flow, from exploratory information to the final purchase can be facilitated within the tool. It doesn't get more accessible than this.
How does Facebook's pop-up chat work?
As a customer, if you have a question to a company, you obviously want to be helped as quickly as possible. Now imagine being on a crowded train during rush hour, but wanting an answer to a delayed order before closing time. You can take the gamble of calling customer service, but you do run the risk of being put on hold endlessly and all the noise on the train doesn't exactly encourage conversation progress either.
A much lower threshold is to send a message from your smartphone via the company's Facebook page. You can do that via the timeline, but also via a private message. To do the latter, you are often already given a helping hand by the automatic chat window that pops up in your screen. You submit your question, give your name and order number, and a few minutes later the message appears that you will receive your order tomorrow morning. How easy can it be? The Facebook Messenger company is right where you need it. And that is exactly the power of Facebook Messenger.
What is the Facebook Messenger bot?
The big advantage of Facebook Messenger for businesses is that you can also partly automate customer contact. Even before your customer asks their first question, they are shown a drop-down menu. Based on that, the question ends up in the right box. Think of it as a kind of call menu, but via a chat window on your screen. When you call customer service, you are first guided through the menu and then directed to the right department. The same now happens via the chat window. Saves everyone a lot of time.
KLM is a good example of a Facebook Messenger company that the chatbot commitment. Upon opening the chat window, an automatic message appears with a number of selection options. Among these, you can choose the option to check the status of your flight, but you can also book a completely new trip. Travellers can also, for example, receive a boarding pass and show via emoticons what kind of destination they are looking for. The beauty of the Messenger bot is that it makes you accessible 24/7. The Facebook Messenger bot is hot.
Why Facebook Messenger for your business?
When customers ask you a question, you want to be able to answer it immediately, at best. Preferably, you skip the formalities and get straight to the point. OK, every now and then you get a client who wants to make a friendly conversation out of it, but don't we all want that sometimes? Being accessible and transparent breeds goodwill and ensures that you always stay top-of-mind.
The fact that you are active on the channel where people share their personal stories with the wider world also immediately makes you have to show your true face as a company. At the same time, social media channels are also communication channels and in many cases do the same job as an e-mail. With complete customer service, Facebook Messenger for businesses should therefore no longer be missing. After all, as a company, you want to keep your target audience as close to you as possible.
Want to know more?
Engaging your target audience with relevant content? Our content seduces your target group. Our online professionals will be happy to tell you more about the possibilities for your organisation. If you would like more information about content creation, please contact us at contact on.
