We all have been unsatisfied with a company’s customer service department at some point in our lives. In the past, customers had to directly call or physically go the company to resolve an issue. Nowadays we have social media, and it made our lives a lot easier. One of the best tools for online customer service is an online chatbot, Facebook Messenger in particular. Worldwide, there are over 1.94 billion monthly active Facebook users, making it the most popular social media channel. The Messenger app, created by Facebook, is similar to its bigger sister and one of the most popular means of communication. More recently, it has also become an important way for brands to communicate with customers. Our Toronto based social media marketing agency will explain how to use social media in your customer service strategy.

Why chatbots?

With the rise of social media, customers expect companies to be available 24/7. Automation and chatbots provide a perfect solution to this demand. More and more businesses are starting to embrace this fact. Not only does it reduce the customer care costs, it also allows growing your company. You can use chatbots to deal with simple and basic questions as well as first interactions. However, even though it reduces customer service costs in the first place, it does require a lot of time and resources to do it the right way.

Why Facebook Messenger?

Messaging apps in general create a more human interaction with customers, which is what most people are looking for from the start. Facebook Messenger takes the second place on the list of chat apps with over 1.2 billion active users monthly (just behind WhatsApp). Facebook Messenger is mobile friendly, fast and it can be a valuable tool for businesses to interact with their customers.

How to take advantage of Facebook Messenger

The advantage of chatbots is that you don’t have to invest in complicated software or plugins of your own. You can simply use the Messenger features to improve your customer service. There are a few ways you can leverage this platform:

1. You can use Messenger to privately chat with anyone who posts on your page or comments on any of your posts. This way, your customer service team can look out for customers or ways to start conversations.
2. You can respond to anyone who sends you a private message, which arrives in your business’s messenger inbox (different from your personal inbox).
3. Facebook also offers what is called the ‘unified inbox’. It gathers reviews, comments and messages from both Facebook (including Messenger) and Instagram.

Tips on how to use Facebook Messenger for customer care properly

Although every company uses this chat app in different ways, a personal approach is essential. Our social media marketing agency has a few recommendations if you consider using Facebook Messenger as an extension of your customer service:

1. To create a more personal relationship with your customer, reply or talk to them using their first name. When responding to comments, use the ‘@’ tag using a person’s first name for them to get notified about your answer.
2. Respond as quickly as possible. As we mentioned before, customers expect your company to be available 24/7 which means they expect answers quickly. The longer it takes for you to answer to a customer, the more likely you are ending up losing that customer. Did you know that Facebook actually displays your company’s response speed on your page, which is an important indicator of your customer service quality. The ‘Very responsive to messages’ means your page achieved a response rate of 90% and a response time of 15 minutes within the last week.
3. How hard it may be sometimes, remember that the customer is always right. Try and turn any negative comment into a positive experience. Listen to what the user has to say and respond in a kind and helpful way.
4. Stay calm. Respond in a polite way without getting angry. If the customer gets too aggressive, move the conversation over to a private one and handle the situation in a professional manner.

Train your managers

Using social media for customer service requires a clear guideline for managers on how to respond to comments, whether it’s a positive one or a complaint. Whilst there should be checklists and standard answers, managers should also be able to handle with complaints on their own. To achieve this, they need intensive training.

In conclusion, social media is a great tool for online customer service. Messenger adds a personal touch to any communication with your (potential) customers and an even better way to deal with negative comments. The amount of consumers using social media to contact brands has increased tremendously and they expect answers fast. Incorporate the tips given by our social media marketing agency in your social media plan and be rewarded with an impeccable reputation!

About iRISEmedia

iRISEmedia.com is a Toronto based social media marketing agency, specializing in social media management, digital marketing and online reputation management. Our team helps clients manage their online presence and branding to increase qualified web traffic and leads.