Providing customer support where it matters
Read on to learn how to grow your online business using Facebook Messenger and explore proven marketing strategies you can implement with it.
Why use Facebook Messenger Live Chat on your website
Live chat on Facebook Messenger keeps you connected with your customers, allows you to chat fluently, and reminds shoppers of offers and discounts in a friendly way.
Let’s explore how you can use Facebook Messenger for your online store.
Shoppers are already using Messenger
The number of Facebook Messenger users is huge – 1.010 million worldwide. If you have a Facebook page (which most of us do), you’re already in Messenger.
If you sell in the US, Facebook Messenger is a must. A survey of US consumers has shown that Facebook Messenger is their preferred platform for communication.
Messaging creates a personal connection
In our busy world of e-commerce, people still love to buy from small businesses, whatever they offer
Facebook Messenger Live Chat Store opens up chances for real conversations that larger marketplaces and
Shoppers love live chats
Consumers appreciate live chats for a clear reason: they get real-time help without having to deal with complex offers or wait for email responses.
Let’s look at some survey data to back this up:
- 66% of consumers say they are more likely to buy from a brand they can contact via messaging
- 61% of consumers think that chatting with an agent is the easiest customer service channel
- 85% of shoppers feel satisfied when they use live chat for customer service.
Integrating Facebook Messenger with your store allows you to use the app as a live chat to improve customer service.
Messenger Live Chat is easy to use
There are plenty of fantastic live chat platforms out there, but if you’re looking for a simple way to chat with your customers without needing a technical degree, this is the tool for you. His
Conversations are saved in the Messenger inbox
Imagine a customer asking you a question in live chat while you are offline. With Facebook Messenger live chat, a message is waiting for you and will appear as soon as you’re back online, so you won’t miss a thing.
Keeping Facebook Messenger live chat on your platform means you stay connected with your customers whenever and wherever they go
Live chat helps shoppers make purchase decisions
We’ve all been there. You are browsing an online store and have a
Remember that some buying situations require a little more privacy and personalized service. Think pharmaceutical cosmetics, underwear, safety products, gifts and similar items.
Live chat helps your customers feel more comfortable and allows you, as a seller, to connect with them on a more personal level.
While researching products, customers can easily contact the business
Now let’s see how to connect your store with the app and start selling on Facebook Messenger.
How to add Facebook Messenger Live Chat to your online store
First: if you don’t have an online store yet, it’s time to create one. If you are looking for an online store that is as powerful as it is easy to use, Ecwid by Lightspeed is your best choice.
Once your online store is running smoothly, connecting to Facebook Messenger is a breeze.
If you use Ecwid, you can easily do this with various apps from the Ecwid App Market. For example Chats, Chatway, WhatsApp Chat and more. Simply search for “Facebook Messenger” on the App Market and choose the app that suits you best.
One great thing about these apps is that they allow you to offer multi-channel support from one place. You can manage customer inquiries from Facebook Messenger, WhatsApp, email and other messaging platforms in one central hub.
In this way, you will save time switching between communication channels and ensure that you do not miss anything and that your customers do not have to wait.
How to use Facebook Messenger for your business
To get the most bang for your buck with Facebook Messenger Live Chat, check out the procedures below.
Earn the “Highly Responsive” badge.
The “Highly Responsive to Messages” badge is available to businesses with a response rate of at least 90% and a response time of less than 15 minutes. Earning this badge can increase customer confidence – people like a business to respond quickly to their questions.
Automate your responses
Facebook Messenger allows you to set up automatic replies, which can be a huge time saver. You can create instant answers to common questions or when you’re away from your computer. This ensures that your customers receive quick and consistent responses even when you are not available.
This automated message lets customers know when to expect a response
Automating responses also helps earn the “highly responsive” badge by ensuring that messages are always answered quickly.
This feature is especially useful for small businesses or sole traders who may not have the resources to constantly monitor and respond to messages.
Below are the responses that can be automated in Facebook Messenger:
- Instant answers: Automatically send hello when someone messages you. Edit your message to say hello, share more information about your page, or let them know when you’ll get back to them.
- Set the schedule and message: Schedule your page status to be absent during specific hours. Let customers know when they can expect a response. (Messages received while your page status is gone will not affect your response rate or time.)
Here’s how to set up automatic replies for Messenger.
Set greetings in Messenger
You can set up a custom greeting to welcome anyone who starts a conversation with your page. This friendly greeting appears before any message is sent and can share useful information you’d like people to know before they get in touch.
Here’s how to set up an automatic custom greeting.
Use saved answers
Saved replies allow you to easily write, save and reuse messages. They are very useful for solving common questions such as your opening hours, email or phone number.
You can create a saved reply from any chat in Messenger. Simply click on “Insert Saved Answer” and select “Add New”.
Try inbox suggestions in Meta Business Suite
Meta Business Suite is yours
Inbox also has a handy tool called suggestions to help you save time and stay organized. For example, when you’re chatting with a potential customer, Meta can suggest a response based on the context of your conversation. You can take this action from your inbox.
Or, if you find yourself frequently answering the same questions in messages, Meta can suggest creating a helpful FAQ based on your chat history. You can edit suggested FAQs before saving them.
Learn more about inbox templates in Meta Business Suite.
Start selling with Facebook Messenger
Now you are ready to sell