The Best Business Messaging Practices to Use According to Facebook

In the recent months, Facebook has made significant updates to its Messenger feature. This week, Facebook posted a new set of tips for social sellers trying to use Messenger to propel their business.

We’ve summed up the key points here, so you don’t have to! Take a look.


1. Respond quickly and set customer expectations for response times.

This one really speaks for itself. Don’t let messages sit in your inbox forever without answering. It gives off the message that you don’t care or are not invested to your customers. Additionally, you want to consistently respond each time so customers know when they should expect your reply. Do you want to reply every 20 minutes or within 24 hours? Up to you, but keep it consistent!


2. Keep it short & simple.

Make your key points early on in your response. Don’t get too wordy or long-winded because it will confuse your customers. This keeps in line with what your customers expect responses on Messenger to look like, and also increases the likelihood that they will be satisfied with your response.


3. Try using Messenger features to amplify your presence.

Businesses that are successful are aware of and use many of Messenger’s features to promote their message outside of normal business hours. Some of the options include:

  • Message Tags: use tags to send easy, quick, & important messages. Tags can be used for communicating about topics like account updates, post-purchase updates, or event updates.
  • One-Time Notification: a one-time notification allows a user to request that they are sent a follow-up notification after the 24-hour messaging period has ended. These messages could include restocking updates that users specifically request to be notified of. Ensure that your follow-up message is relevant to what the user requested a response back to, and it’s a good idea to make your follow-up able to be engaged with, so your fans are encouraged to reply back!
  • Sponsored Messages: broadcast messages can be used to engage with fans you have previously interacted with on Messenger. These sponsored messages work with the Facebook ad program to ensure user satisfaction!


4. Focus on your customer.

Make sure you have a clear purpose when you send out new messages. This is particularly true for any notifications sent outside of the normal messaging window. Messages that provide no value to the customer–especially when sent outside of normal business hours–will actually damage your business relationships with customers. Have a clear message and intention every time!


5. Provide audiences with options.

Allow users to customize the communication they get from you. Allow customers to select specific types of account alerts or updates after they purchase something from you! This promotes a mutual business relationship between you and your audience.


Which of these strategies did you think you will use the most? Let me know in the comments!

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