Where Businesses Go to Grow

Are You Using Facebook Messenger for Customer Support? You Should!

If you're not already using Messenger as a customer communication and support tool, you're missing out. 
Despite all the recent legal issues that have plagued Facebook, it remains one of the most widely-used social media sites, and Facebook Messenger in particular is a wildly popular messaging platform.  So popular, in fact, that recent statistics estimate there are more than 1.3 billion monthly active users.  That's a lot of people, and it means that most if not all of your customers are using Messenger in their daily lives as a way to communicate.
 Messenger is an easy way to chat with customers, log complaints and questions, and share important information.  In addition, Facebook is rolling out a lot of new tools for businesses, which now include the ability to promote targeted ads through Messenger.
To get started using this powerful tool, be sure to enable Messenger for your business page.  This puts a messaging button directly on your page and allows customers to contact you directly.  You can also set up a greeting message or set up automatic instant replies.  These are ways you can make sure that the people who contact you feel welcome and attended to.
After that, the rest is up to you.  It's important to reply to messages as quickly as possible, and since Messenger shows you the profiles of the people you're chatting with, you can gain valuable insight into who your customers are, what they like, and how your product or service can best help them.  You can even use the sponsored messages feature to help revive conversations with customers you haven't heard from in a while.  Sponsored messages contact people that you have existing conversations with in Messenger, and get the chat rolling again by showing them an ad that could help remind them why they became your customer in the first place.
Over the past couple of years, Facebook has been leaning heavily toward focusing on businesses and their needs, so there's every reason to believe that Messenger will continue to grow and be used for customer service, targeted ads, and more.  It's one of the most powerful and versatile consumer experience tools out there, and every business can benefit from using it to support and connect more fully with customers.
Cogo Interactive is an award-winning digital marketing agency specializing in online marketing strategy, web design, SEO and social media marketing. We work with clients in Virginia, Maryland, Washington, DC and nationally.