Facebook Messenger For Customer Service: Best Practices For 2019


Facebook Messenger for customer service is big business.  1.3 billion people are on Facebook Messenger.  Yes, we said billion.  This tells us two things. One,  the vast majority of people are communicating nowadays via some form of mobile messaging.  And two, with so many forms of communication available today, people expect swift communication.

Aside from being a super convenient way to communicate, messaging helps build brand trust and strengthens customer relations.  We know this because Facebook conducted a survey where 66% of the people stated that having the ability to send a business a message made them feel that much more confident in doing business with that brand.   With that being said, managing communications on a platform like this can have its challenges.


Here are best practices for helping you get the most out of Facebook messenger for customer service


1. Respond promptly

When a customer sends you a message on your Facebook business page via messenger, it is crucial you respond promptly.  Not necessarily within the hour but definitely within a few hours.  If you work this like a superstar, Facebook will reward you with their  Very responsive to messages badge.  In order to get this, your business page needs to do these 2 things:

  • Have a response rate of 90% or more
  • Respond in less than 15 minutes

You may be thinking, “Do I really need to do this?”  The answer is yes if you want to further the relationships with your customers and build that trust we were talking about.

Now, we know you are not sitting at a desk just waiting for messages to come through. Everyone is busy and on the go.  Facebook knows this too and they have 2 great tools to help with this.  One is their  Pages Manager App.  This will let you respond to customers when you are on the go as well as manage all the aspects for your Facebook business page.  The second tool is their Messenger greeting tool.   We aren’t always going to be available to respond right away but you want your customers to know their message is important to you.  This tool lets you set up an automated greeting when someone initiates a conversation with you for the first time.  You can also use it to set up an instant reply.  Something like “Thanks for contacting us, we will get back to you soon”.

You can also save more general replies so you don’t have to re-type a response over and over.  If your business will be closed for whatever reason, you can also set up an away message.

2. Organization is key

Customer service can go awry easily if you are a busy business.  Facebook offers the tools you need to stay organized so that your customers are happy and sales keep coming in.  They have both labels and notes that will help you stay on top of your conversations and any important details you will need to remember.  In addition to this, you can “star” messages that you need to follow up on and mark “done” on requests you have completed.

3. Set up transactions

With Messenger, people can browse your products and services and purchase them directly in the conversation.

4.  Create meaningful interactions

Creating meaningful conversations helps deepen the connection customers have with your brand.  In an effort to create these types of conversations, you want to be thoughtful of the flow of your responses and questions.  Here are some general guidelines to follow when creating a positive and beneficial shopping experience using Messenger:

  • Know your audience

Knowing who your target audience is and what their interests are will help you tailor your conversations accordingly.  Take advantage of  Facebook’s Audience Insights for this part.

  • Add a personal touch

Personalization is key to providing a more guided shopping experience for customers.  This means being mindful of how your communication plays out.  You want to be able to seamlessly assist in the process of helping them find the exact item they are looking for. Using some of the  Messenger features like quick templates, buttons or quick replies will help guide customers.

  • Evaluate your content  

Once you have a “shopping experience” set up, monitor how it is going.  See how conversations are affecting business and see where you may need to adjust the content and/or flow of the conversations so you are maximizing results for your business.

5.  Always remember this Facebook Messenger For Customer Service best practice 

“The customer is always right”.  Simple, to the point and will always apply in the world of customer service.  So instead of taking a customer’s frustration to heart, stay positive.  Hear them out and give it your best shot at understanding their plight.  Address the issue to the best of your ability and leave the defensiveness to the wayside and you will win over any unhappy customer.

Final thoughts

Customer service is a crucial part of your overall social media strategy.  There will always be a situation that arises where the steps you take to fix an issue will determine how a customer will wind up feeling about your business.  For this reason, using Facebook Messenger for customer service and incorporating these best practices will not only help create a meaningful experience but keep your customers returning.  It will also help boost sales which means more revenue for you.

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