Click To Tweet<\/a><\/p>\n Invite customers to contact the page by enabling the \u201cMessage Us\u201d function on the Facebook page.<\/p>\n Once enabled, customers can use the Facebook Messenger app on their smart devices to communicate with the business page, or through the message functionality on desktop.<\/p>\n Facebook Messages allows a business to have real conversations directly with their customers. Don\u2019t let team members fall into the habit of copying and pasting generic answers to common questions. Make sure each response is personalized. It\u2019s better to approach each customer contact like an in-person conversation with a customer visiting the local business.<\/p>\n The best way to engage with people on Facebook<\/a> is to respond earnestly and in real-time. Team members shouldn\u2019t be afraid to simply have a conversation.<\/p>\n Consumers who visit the page will\u00a0get an “Active Now” alert when the page is available to respond immediately. Here\u2019s what it looks like:<\/p>\n The business\u2019 average response time is listed on the Facebook page, so faster responses not only mean better customer service, they also encourage more messages in general.<\/p>\n After all, wouldn\u2019t you be more likely to message a business that responds within ten minutes over one that takes 24 hours \u2013\u00a0especially if you have a quick question that might influence your decision to buy?<\/p>\n Response time is key, but response consistency also plays a role in managing customer expectations. For instance, if customers get a response within a minute the first time they message the business, then hear nothing for two days the second time, they\u2019re going to feel frustrated.<\/p>\n Facebook Messages is a form of instant messaging, so instant responses are preferred. Unfortunately that\u2019s not always possible, especially for smaller businesses with smaller teams.<\/p>\n So the business doesn\u2019t have the resources to keep an eye on Facebook Messages 24\/7? That\u2019s OK! Set up an automatic greeting with Facebook\u2019s Response Assistant<\/a>, setting the expectations for when the consumer can expect a reply. (Also include an alternate method to contact the business directly for a quicker response.)<\/p>\n Once you\u2019re in the messaging area, read through the various options and set up the automatic greeting.<\/p>\n Once a team member is ready to chat, they should introduce themselves and thank the customer for their patience. Remember, consumers are people, and they\u2019re using Facebook \u2013 a social<\/em> network \u2013 to contact the business. Something as simple as a friendly introduction helps the business to build rapport.<\/p>\n Not only can businesses use social media to improve communication with their customers, they can also use it to provide more personalized service. This is especially possible with a platform like Facebook, that gives businesses access to tons of information about their customers.<\/p>\n When someone sends the business a message, team member should be encouraged to do a little digging. Details like the user\u2019s gender, location, age, and even hobbies are often publicly available on a person\u2019s Facebook profile \u2013 enabling team members a better opportunity to personalize each customer\u2019s experience. If there is a conversation history, the team member should read it.<\/p>\nEnable Facebook Messages on the Facebook Business Page<\/h2>\n
Follow these steps to turn it on:<\/h3>\n
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Connecting to Local Customers with Facebook Messages<\/h2>\n
1. Converse with Consumers<\/h3>\n
![\"Facebook](\"https:\/\/www.advicelocal.com\/images\/Facebook-Live-Chat.png\")
<\/p>\n2. Get the Timing Right<\/h3>\n
3. Make a Positive First Impression<\/h3>\n
To set up the Facebook Response Assistant:<\/h3>\n
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4. Use Public Data to Personalize the Interaction<\/h3>\n
![\"Branded](\"https:\/\/www.advicelocal.com\/images\/Branded-Mobile-App.png\")
<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"