How to Deliver Great Customer Support via Facebook Messenger

Providing buyer help proper the place it issues the most—on your web site—may be simply what you could flip extra buyers into glad prospects. That’s the place Fb Messenger steps in. As one in all the world’s favourite messaging apps, it additionally enables you to add dwell chat to your on-line retailer for on the spot buyer help.

Preserve studying to discover ways to develop your on-line retailer utilizing Fb Messenger and discover confirmed advertising methods you’ll be able to implement with it.

Why Use Fb Messenger Reside Chat on Your Web site

Fb Messenger dwell chat retains you linked along with your prospects, enables you to chat easily, and provides pleasant reminders to buyers about gives and reductions.

Let’s discover how you need to use Fb Messenger for your on-line retailer.

Customers Already Use Messenger

The variety of Fb Messenger customers is huge — 1,010 million worldwide. If you may have a Fb web page (which most of us do), you’re already on Messenger.

If you’re promoting in the US, Fb Messenger is indispensable. A survey of US consumers revealed that Fb Messenger is their most popular platform for communication.

Messaging Creates a Private Connection

In our bustling ecommerce world, folks nonetheless love buying from small companies, whether or not they supply 2-day supply or not. Why? As a result of smaller shops present one thing particular — fast, personal communication. Connecting and chatting with prospects the place they’re builds a private bond that brings your model to life.

A retailer with Fb Messenger dwell chat opens up probabilities for actual conversations that larger marketplaces and brick-and-mortar stores simply can’t match. It’s like being your prospects’ private buying assistant, suggesting objects primarily based on their wants, serving to them choose the proper measurement, or providing recommendations on utilizing your product.

Customers Love Reside Chats

Customers recognize dwell chats for a clear cause: they get assist in actual time with out coping with sophisticated menus or ready for electronic mail replies.

Best-to-use customer support channels in the US (Supply: Statista)

Let’s take a have a look at some survey information to again up the level:

• 66% of consumers say that they’re extra prone to buy from a model that they’ll contact by way of messaging
• 61% of consumers suppose chatting with an agent is the best customer support channel
• 85% of shoppers really feel happy after they use dwell chat for customer support.

Linking Fb Messenger to your retailer enables you to use the app as a dwell chat, improving your customer service.

Messenger Reside Chat Is Straightforward to Use

There are a great deal of fancy dwell chat platforms on the market, but when you’re after a easy option to chat along with your prospects while not having a tech diploma, that is the instrument for you. Its user-friendly nature makes promoting on Messenger a breeze.

Conversations Are Saved in Messenger’s Inbox

Think about a buyer asking you a query in a dwell chat whilst you’re offline. With Fb Messenger dwell chat, the message waits for you and pops up when you’re again on-line, so you received’t miss a factor.

Maintaining Fb Messenger dwell chat on your platform means you keep linked along with your purchasers each time and wherever they attain out—whether or not on your web site or immediately in Fb’s Messenger app.

Reside Chat Assists Customers in Making Buy Choices

We’ve all been there. You’re searching an on-line retailer and have a query—possibly the sizing is complicated, or you want extra particulars on guarantee, service, set up, care, and upkeep. That’s the place Messenger is available in. Simply click on on Fb Messenger dwell chat, and voilà! Prompt customer support with a real-time chat.

Do not forget that some buying conditions name for a bit extra privateness and customized service. Take into consideration pharmaceutical cosmetics, lingerie, safety merchandise, items, and related objects.

Reside chat helps your prospects really feel extra at ease and permits you, as the vendor, to join with them on a extra private stage.

Whereas exploring merchandise, prospects can simply contact the enterprise

Now, let’s discover the right way to join your retailer to the app and begin promoting on Fb Messenger.

Learn how to Add a Fb Messenger Reside Chat to Your On-line Retailer

First issues first: if you continue to don’t have an on-line retailer, it’s time to create one. If you’re trying to find an on-line retailer that’s as highly effective as it is straightforward to use, Ecwid by Lightspeed is your best choice.

As soon as your on-line retailer is up and operating easily, connecting it to Fb Messenger is a breeze.

If you’re utilizing Ecwid, you’ll be able to simply do this with a number of apps from the Ecwid App Market. For instance, Chaty, Chatway, WhatsApp Chat, and extra. Merely seek for “Fb Messenger” in the App Market and choose the app that fits you greatest.

One superior factor about these apps is that they allow you to supply multichannel help all from one spot. You possibly can handle buyer inquiries from Fb Messenger, WhatsApp, electronic mail, and different messaging platforms in one central hub.

This fashion, you save time switching between communication channels, making certain you don’t miss something and your prospects aren’t stored ready.

Learn how to Use Fb Messenger for Your Enterprise

To get the most bang for your buck with Fb Messenger’s dwell chat, try the practices under.

Get the “Very Responsive” Badge

The “Very conscious of messages” badge is accessible to companies with a response charge of at least 90% and a response time beneath 15 minutes. Incomes that badge can enhance buyer belief — folks find it irresistible when a enterprise is fast to reply to their questions.

Automate Your Responses

Fb Messenger lets you arrange automated responses, which may be a enormous time saver. You possibly can create on the spot replies for widespread questions or when you find yourself away out of your laptop. This ensures that your prospects obtain fast and constant responses even when you find yourself not accessible.

This automated message informs prospects of after they can count on a response

Automating responses additionally helps earn that “very responsive” badge, as it ensures that messages are all the time answered promptly.

This characteristic is particularly helpful for small companies or solo entrepreneurs who could not have the sources to always monitor and reply to messages.

Beneath are the responses that may be automated in Fb Messenger:

• Prompt replies: Mechanically ship a howdy when somebody messages you. Customise your message to greet them, share extra about your web page, or allow them to know if you’ll get again to them.
• Set away schedule and message: Schedule your web page’s standing to away throughout particular hours. Preserve prospects knowledgeable after they can count on a response. (Messages acquired when your web page standing is away received’t have an effect on your response charge or time.)

Right here’s the right way to arrange automated responses for Messenger.

Set Up Messenger Greetings

You possibly can set a customized greeting to welcome anybody beginning a dialog along with your web page. This pleasant greeting pops up earlier than any messages are despatched and can share useful data you’d like folks to know earlier than they attain out.

Right here’s the right way to arrange an automated custom greeting.

Use Saved Replies

Saved replies allow you to write, save, and reuse messages with ease. They’re tremendous useful for addressing widespread questions like your corporation hours, electronic mail, or telephone quantity.

You possibly can create a saved reply from any chat in Messenger. Merely click on “Insert saved reply” and select “Add new.”

Attempt Inbox Options in Meta Enterprise Suite

Meta Enterprise Suite is your go-to instrument for dealing with every thing Meta-related. That features Inbox, the place you’ll be able to view and handle all of your messages in one spot, whether or not they’re from Messenger, Instagram DM, or feedback on Fb and Instagram.

Plus, Inbox has a nifty instrument referred to as options that may assist you save time and keep organized. For example, if you’re chatting with a potential buyer, Meta may counsel a reply primarily based on your dialog’s context. You possibly can take this motion out of your Inbox.

Or, if you end up answering the similar questions in messages usually, Meta may counsel making a useful FAQ primarily based on your chat historical past. You possibly can edit the prompt FAQs earlier than saving them.

Study extra about Inbox suggestions in Meta Enterprise Suite.

Begin Promoting with Fb Messenger

Now you’re all set on the right way to promote on Messenger—thrilling, proper? The remaining is in your arms! To supply top-notch customer support to your retailer guests, contemplate including Fb Messenger dwell chat to your advertising instruments and see your ecommerce recreation take off.