Get clued up on Facebook Messenger – you won’t regret it
Managing social media for clients is a daily aspect of public relations – Facebook, Twitter and LinkedIn are the three most popular platforms used by businesses across the globe.
Often thought of as just an extension to a Facebook profile, the direct messaging tool ‘Facebook Messenger’ is an overlooked form of communication that when used effectively can be invaluable to a business. A separate entity from Facebook, it is starting to be utilised by businesses as a direct, personable form of communication between clients, customers and staff.
My colleague Georgia and I headed down south to Plymouth for a conference on Facebook Messenger this month. What we learned was both enlightening and mind-boggling – here are some of the top-line points that we picked up from the day, be sure to take note.
There are 900m users on Facebook Messenger worldwide (that’s 11% of the world population!).
1bn people have downloaded the Messenger App.
10% of internet phone calls are now made via Facebook Messenger.
Research has shown that customers have a more positive experience with quick, personal conversations – problems can be resolved, solutions can be found and information can be given instantly by a real person.
Conversations are stored forever – this is valuable when handling complaints as companies have a paper trail and can refer back to past conversations.
It’s easy to use and there is no skilling needed, a lot of people have had Facebook messenger or have used a direct messaging platform before.
As Facebook Messenger is not an official complaint channel it is not hindered by regulations.
At present Facebook is working on optimising the Messenger tool for businesses but it can also be used with a social media solutions platform to improve monitoring, management and provide analytical feedback.
If businesses want to utilise Facebook Messenger they can use their own ‘scan code’. A bit like a QR Code, this allows people to scan a code and be immediately directed to the business’ Messenger profile, where they can chat with an adviser. The code makes a useful addition to company literature, business cards and marketing material.