If your business owns a Facebook account, then you must know that Facebook Messenger is one of the most important messaging apps a brand can use when their objective is to connect with clients and customers alike.
In the information age, direct messaging is without a doubt the most preferred way clients and customers use to communicate with a business when they are in need of customer service. In fact, most people nowadays say that they would rather choose to send a direct message when contacting a business over calling or sending an email. And not just that, clients and customers expect your business to be online and available to respond to any questions, complaints or queries they may have in a timely manner. According to a Facebook survey that was conducted, they found that more than 70% of clients and customers expect to have the option if they choose to contact businesses via Facebook Messenger for customer service.
But Facebook Messenger isn’t just used for customer service, no its capabilities span a lot more. In fact, it can be used to achieve all kinds of marketing results from building brand awareness to securing sales. It all starts with trust, and trust can be earned on reputation alone if built correctly. Starting with having Messenger as an option for clients and customers to get in touch with your brand.
A poll conducted by Facebook found that a notable amount of people who used Messenger to contact brands stated that it helped them to feel more secure and confident when dealing with a business and added that having Facebook Messenger as an option for communication was enough to inspire confidence.
Often once people begin messaging businesses, it becomes their prefered choice to get in touch and having support available for clients and customers certainly makes transactions easier while allowing your brand to build trust with that person every time an interaction occurs.
When a client or customer chooses to use Facebook Messenger to interact with your business, this gives your brand a chance to respond, as well as discover information about that client or customer. Learning their likes and dislikes as well as certain preferences with each new interaction. This all works well towards forming a long-term relationship.
Facebook Messenger can also act as a great channel for discussions that are better kept private as people value privacy, especially when interacting online. This is why it’s perfect for a client or customer who has a question that they are shy to ask on a public platform, or are perhaps looking to resolve a negative experience that they experienced with the brand privately.
Once you have gained your client or customer’s trust and a relationship has begun to form, you can use a few messages to follow-up with them. This could be, making a special offer, anticipating a need or showcasing a new product or service that they might be interested in. Brands who take the time to chat with people and answer their questions one-on-one send the message that they value people’s business and care about their needs.
