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If you already use Facebook for marketing purposes, it makes sense to use Facebook’s messaging feature and potentially use Facebook chatbots. Customers will know where to find you, meaning there will be no need for them to seek out an alternative method of contact. If they see an update on your Page that intrigues them, they can instantly send you a message to initiate a private conversation.
Similarly, if a customer has a problem or a complaint, they’ll know where to go. This gives you the chance to resolve the issue, preventing the customer from taking it public and hurting your reputation.Despite these benefits, many business have been hesitant about using Facebook to communicate with prospects and customers. Often, they are worried about monitoring their Pages to handle the influx of messages. With instant replies and Facebook chatbots, this is no longer an issue.
Instant replies are messages that users see automatically when they initiate a chat with your Facebook page. These messages have the feel of a basic chatbot and show that your business is committed to providing top-quality customer service. It’s easy to set them up, and you just need a single response for everyone who messages you.
Instant replies mean that businesses are able to handle a much greater number of messages. Provided you do answer in a timely manner after the instant reply, no user will feel ignored. This can reduce negative opinions (and reviews) about your customer service. It also allows everyone who messages you to feel as if they have a personal relationship with your brand, forming a stronger connection with your business.
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