Over the past few months, Facebook has updated their Messenger for Business systems in a few ways that will help businesses engage more efficiently and personally with their potential clients. Connecting with businesses over a messaging service is amazing, but it can have some flaws. An overuse of messaging systems on the business’s end can occasionally do more harm than good; too many messages come off as spammy, and too few messages come off as your business not caring. So, how do you find that happy medium? According to Facebook, there are a few key best practices for using Messenger.
Respond in a timely manner.
This one may seem obvious. However, it’s astounding how many businesses don’t take the time to respond quickly to client inquiries. If you’re not using a Messenger API, it’s ideal to respond to your potential client within 24 hours. Even if you are using an API, responding to a client personally can have a huge impact on their view of your business and brand. Having someone reach out to you person to person is incredibly powerful; establishing a good foundation can be the start of a lasting working relationship.
Keep your responses simple.
It’s super easy to go overboard with your messages. Too much information in one message heightens the possibility that a client will skim through and dismiss it. Pare it down to the necessary information: discounts, promotions, special events, hiring information…whatever it is, just keep it to the basics. Your potential client will ask clarifying questions if they want to know more!
Utilize all of the Messenger features to provide clients with valuable information.
Sometimes, your initial message will have some incomplete information. For example, if your client is wanting to purchase a product but it’s out of stock, there isn’t much you can say aside from suggesting similar products. However, Messenger has now implemented a “One-Time Notification” feature. This allows your client to choose if they’d like to be notified of a restock or other important follow-up as it becomes available in the future. That way, you’re not only providing them with a service they’re after, you’re allowing them to continue the relationship you’re starting to form.
Allow your clients to have options.
Who doesn’t love options? Similar to email lists, allow your potential client to opt-in to what messages they’re receiving. Within Messenger, you’re able to send questions to your clients to find out what types of messages they’re interested in getting from your business. Then, once you find out how you can best reach those people, you can tailor your messages to retain them in the long run.
Figuring out how to reach clients effectively can be a bit of a challenge. Here at Blackwood Creative, we’re in the business of building remarkable brands. That includes helping you navigate the wild world of social media and digital marketing. Reach out to us today – let’s make your brand remarkable.
