Facebook Messenger for business

Poor customer service is said to cause lost sales of 75 billion USD for businesses each year.

If you want to make your business grow, you need to make yourself available to answer questions from customers and leads while they are still “hot” – and via the channels they prefer.

This is why using Facebook Messenger for business makes a lot of sense.

It makes your business more available via the communication channels your customers use.

The first step is to ensure that your company has a presence on Facebook.

This is done by setting up a Facebook page for your business. It just takes a few minutes.

Share the link to your Facebook page at your web site, and post some news and content related to your business on your Facebook page.

Add Messenger to your Facebook page

Once you have a Facebook page for your business, you need to ensure that leads and customers can contact you via Messenger via your page.

To accomplish this, follow these steps:

1. Go to Settings
   On your Facebook page, click on Settings
2. Select General
   Click General in the left column.
3. Select Edit Messages
   Click on Edit in the Messages option.
4. Activate the Message button
   Activate the option “Allow people to contact my Page privately by showing the Message button”
5. Save
   Save the changes.

Once this is done, a Send message button will appear on your Facebook page, allowing customers to contact you via Messenger.

If you run 1-person-company, then this is all you really need to do. Customer questions will appear in your Messenger app and you can answer them there.

If your business however starts to grow, and there are multiple people in your team handling customer questions, then you will need some better structure to make things work.

Get a solution for your customer service team

This is where Sonetel comes into the picture.

From Sonetel, you can get a solution for your customer service team and connect your Facebook page to it.

Follow these steps to get going in a matter of minutes:

1. Sign up
   Get an account by signing up.
2. Invite your team
   Invite all your team members to the service.
3. Connect your Facebook page
   Connect your Facebook page to the service.

Done.

Your team will now have access to a shared team inbox where all customer questions from Facebook Messenger will appear. Each team member can assign any of the new conversations to themselves.

The same inbox can also handle incoming questions from the customer chat function at your website – and more.

The mobile apps makes it easy for your team to handle customer questions while on the go, while the web app can be used while at your desk.

Free Artificial Intelligence included

The service includes an Artificial Intelligence module that suggests answers to your team members, that they can forward with a click to the customer – unless they prefer to write an answer themselves.

This saves time and money for your business.

The suggested answers are based on information found on your website, historic customer conversations and more.

There is nothing you need to do to set it up, and it will start delivering suggestions from the start. Over time it will learn more about your business which will increase the level of automation – and saving – it can deliver to your business.

With more than a billion people on Messenger, it would seem like a good idea for your business to be there as well.

Facebook Messenger for business doesn’t cost you anything – and it can surely help you grow your business.

Facebook and Messenger are the Trademarks of Facebook.

Photos by Tim Bennett, Luke Porter, Derick Anies, Annie Spratt and Jade Masri on Unsplash