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How does Facebook Business Messenger Increase Customer Engagement?

More people utilize messaging applications than they use social media sites. The Facebook business messenger, which has over 1.3 billion monthly users, can be a valuable tool for your organization. Especially when so many people currently use it to communicate with brands on a regular basis.

According to a Facebook statistic, 20 billion messages are exchanged between companies and users through Facebook Messenger each month. As a result, Messenger provides an opportunity to communicate with customers on a highly engaging channel.

Still not convinced? Here are some facts that might help:

  • There are more than 300 million active bots on Facebook.
  • Facebook Messenger has over 2 million monthly downloads in the United States.
  • 17 billion photos are shared each month via Messenger.

In this blog, we’ll walk you through the benefits of Facebook business messages and help you increase customer engagement.

Benefits of Facebook business messenger increase customer engagement

In the following paragraphs, you will find out how the primary benefits and best practices of Facebook Business Messenger can help you use it more effectively!

1. Creating a steady stream of high-quality leads

Facebook Messenger for business allows you to generate high-quality leads. This happens because they are already aware of your company and have expressed an interest in your products and services.

People will contact you through Messenger for a variety of reasons. Some will be seeking assistance with a customer service issue. Others will be curious about your product or service. In any case, your company has the opportunity to follow up with special offers, new products and services, and more.

You may also create ads that direct visitors to Messenger and nurture them into important leads. This allows potential customers to contact you right away to learn more about how the product can help them.

CRM solution - Live by ASEE

Keep in mind that for this method to work, you'll need to write an engaging Facebook ad wording. That will entice prospects to click the Messenger prompt.

2. Delivering outstanding customer service

Customer service is one of the most effective ways to use Facebook business messenger. According to a Microsoft report, 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. On the other side, Qualtrics XM Institute report, says: 94% of American customers will recommend a company whose service they rate as “very good".

As a result, Messenger provides an easy way for your consumers to message you with questions or requests for assistance. This allows you to provide excellent customer service by allowing for tailored interactions and speedy resolutions.

You may also use Facebook Messenger to give other types of experiences to your customers, which will please them even more. 

3. Providing transactional support for a better experience

The addition of transactional messages to Facebook  business messenger will ensure positive customer service experiences, which are critical for increasing brand loyalty and customer relations. Transactional messages are messages that are sent automatically in response to customer actions. According to the Quiq report, 76% of respondents are interested in purchasing products using chat or messaging.

Allowing customers to interact back with you with clearly defined AI smart responses, and interacting naturally with your customer, are all reasons why Facebook Messenger is the way to make the most out of your transactional messages. As a result, for a better experience, you should have to provide transactional support. So, once they've earned your trust and receive clear answers from the chat flow,  they're ready to move forward with purchasing. This seamless experience will also benefit customer satisfaction and conversion rates.

If you want to keep your customer interactions positive, using Facebook Messenger for transactional messaging is a great strategy. 

4. Increasing brand loyalty

Customers who can speak directly with a brand before making a purchase may feel more confident. Facebook business messenger enables you to establish a direct line of communication between your company and its clients. This will result in increased customer engagement.

CRM solution - Live by ASEE

Facebook Messenger for Business Best Practices

Understanding why you should utilize Facebook Messenger for business isn't enough? You should also use the following best practices to make the most of it:

1. Always be available

Responsiveness can make or break a customer's experience on Facebook business messenger. According to Super Office statistics, the average response time for live chat is 2 minutes. This is much faster than the average social media response time of one hour. As a result, it's critical that you use Messenger to quickly and effectively respond to client sales and support inquiries.

Agents monitoring your chat 24/7 isn't always feasible. Instead, you could create a Facebook Messenger bot for businesses to respond to common issues at any time. Conversations can be managed more efficiently and cost-effectively. You can accomplish this by automating some aspects of your social network. When a bot is unable to resolve an issue, you can use a chat flow to schedule a follow-up with a live representative during business hours.

Live platform offers a comprehensive ChatBot that’s easy to use and speaks your language, understands dialects and jargon.

2. Maintain a personal touch

When you welcome customers by their first names, you provide them with a personalized experience. You can also take it a step further by seamlessly continuing their previous conversations with your company. Providing this level of personalization through Facebook Messenger can help in creating a unique customer experience.

3. Keep your brand's voice consistent.

Not only social media posts and emails, but all of your brand communications should have the same tone. This applies to your Facebook Messenger for business discussions as well. Make sure that your chatbot responses and your live chat agents are in line with your brand voice.  Live platform offers templating services to help your agents respond in a consistent and brand-consistent manner. This service can be used to generate templates for a variety of communication channels (email, chat, chatbots, SMS, etc.) and also can contain various files such as word, pdf, and xlsx.

Using Facebook business messenger to Win

Facebook Messenger for business makes sense for all industries because of its ability to improve customer experience and increase sales.

And the Live platform makes it easier to set up Facebook Messenger chatbots and deliver personalized experiences.

Find out more information on how Live product family can support and enhance your CX strategy.

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