Best Practices on Facebook Messenger for Customer Service

A lot of business happens on Facebook which means that there is ample scope to improve customer service on the platform. Messaging is a highly effective strategy that a business can use to connect with its customers and, according to a study, businesses exchange over 20 billion messages with customers on Facebook alone. Sending messages on Facebook is quick and efficient and can help to provide customer support. Below are tips that show how businesses can benefit from using Facebook Messenger for customer support. 

Tapping into its large user base

Facebook Messenger is an extremely popular social platform with1.3 billion active users. In addition, the app is particularly popular among the age group of 25 – 35 years. With the recent addition of the payment feature, Meta Pay, customers can also make payments in chat by using their credit cards. This makes it very convenient for them to use chat to make purchases, meaning that companies who tap into the platform can reach customers at the end of their buying journey

Give customers relevant company news

Pushing content to customers is important, pushing relevant content to customers is even more important. There are many companies whose messenger chatbots help their customers to find relevant content that they want to read. This content can be excellent customer service tools that give support to customers along their purchasing journey. Content can also be used to educate the audience and prompt them to action.

Multimedia capabilities

Facebook Messenger is a multimedia-capable channel where it is easy to exchange photos, videos, and emojis. For example, customers can send photos to help explain the kind of support they need, helping to provide additional information about an issue that a customer service representative might be trying to solve. For instance, a representative might need to take a closer look at a dent in a product or be sure about its color before taking the next step in helping the customer. This helps customer service agents to get as much context as possible and they can resolve issues efficiently, which can result in higher levels of customer satisfaction. Additionally, emojis add a personal touch and this adds an element of emotion to interactions on Messenger.


Something as simple as using a name in a chat can add an element of. Using a name is also a sign of thoughtful customer service. This can make a customer feel valued rather than feeling they’ve been given a generic response. Tone is also important, and it is wise to use a conversational tone throughout all messages. Any type of conversation should reflect the brand and, as such, the tone of conversation should be authentic. Customers like to know that they are chatting with a human being and not a bot. Responding to every customer who sends a message is also essential. Users get to know whether their message has been seen and thus it is of utmost importance that each customer who sends a message gets a reply.

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