How to use Facebook Messenger for business

Facebook Messenger is the biggest messaging platform in Australia, with more than 42% of Australian internet users active on the platform and over a billion messages being sent between people and businesses on Messenger each month.

Has your businesses considered how you might be able to use Messenger in your outreach efforts?

Here are some tips.

1. Focus on connection, not sales

Messenger is where your target audience is likely already interacting, which can make it a great option for reaching out to them if used in the right way.

This is important – most people see messaging as a private interaction, and they may not respond well to having marketing messages wedged into that space. But there are ways to use messaging that are convenient and natural – and can enhance the customer experience.

This is key to using Messenger for business. Don’t think about how you can sell more stuff via message; think about how you might be able to use messages to improve your customer interactions.

2. Add message buttons

One of the easiest ways to make better use of Messenger is to add a ‘Send Message’ button to your Facebook Business Page. This will ensure that anyone who wants to contact you on Facebook connects direct to Messenger, and you can respond in the app.

To do this, go to your Facebook Business Page and hover over your call to action button (on the right, underneath your background image). Once you do, you’ll see a list of options – either add a new button or edit your existing one.

In the listed button options, choose ‘Get in Touch’ then ‘Send Message’ and your button will connect people straight to your Facebook Messenger inbox.

Given the number of people using Messenger, it makes sense to provide this as a contact option, especially on Facebook.

3. Add custom replies

Another function you can use within Messenger is Facebook’s auto-replies tool.

With auto-replies, you can set up an automated message to greet users when they go to get in touch via message – this can be handy if you’re only available between certain hours, for example, as you can set up a message which states what hours you’ll be available to respond.

There’s a range of ways you can use this – to set up an auto-response, go to your Facebook Page settings, then select ‘Messaging’ and you’ll see a listing of all your various message prompt options.

These are some basic notes on how to get your business started with Facebook messaging. There are a lot more options and tools to consider, but once you get started you’ll start to work out what fits best for your business and how you can use them to best effect.

This article first appeared in the Sensis marketing tips.