Do you own your business? If so, then you know marketing your brand is very important in increasing your sales. In this modern digital age, there is no better tool for marketing than social media, with 3.8 million users worldwide you are guaranteed to reach your target audience.
Social media and Facebook Messenger is a reliable marketing tool that you can utilize if you know the right way to use it. Keep reading to learn the common social media and Facebook Messenger mistakes and how to avoid them.
1. Posting to Often
When it comes to marketing you should follow the general rule that less is more. Most people will get tired or aggravated if they constantly see the same ad for the same product over and over again. The last thing you want to do when showcasing yourself is to become tiresome and redundant.
Facebook suggests that new brands post once or twice a week on the platform and then see which ads work best for them. A lot of companies will post once a day, but many admit that if they post more often than that, they will have a negative result with engaging their customer.
The average user will “like” five to six new Pages a month which means that your content is constantly fighting to remain interesting and grab attention from your followers. You should focus on posting one really good post each day rather than two or more decent ones.
To stay engaged with your followers daily, you can “like” and respond to customer comments on your posts. This adds a more personalized level of interaction and if you tag the person you are responding to it will encourage them to come back to your Page.
2. Having Monotone Conversations
Of course, when using social media sites you are reaching a lot more customers than you or your staff can keep up with. This means you will have to utilize bots and chatbots to help you manage the traffic. If a customer reaches out to your company using Facebook Messenger then your chatbot will be in charge of holding a conversation with them.
When your customer is reaching out to you the last thing they want is a frustrating and dry conversation with a robot. This is a great opportunity for you to engage with your customer and have a meaningful interaction with them.
Your chatbot should be able to refer to the client individually, offer some ice-breaking statements, and deals that are personalized for them. You should use a Facebook chatbot that can improve conversions for customer service and provide follow-up with your customers.
3. Not Having a Live Agent
Chatbots are great for when you need help handling customers with straightforward questions or scenarios. There may come a time though when your customer has a need that is more complicated than a chatbot can handle. In these situations, you will need your chatbot to be able to refer this customer to a live agent.
When developing the chatbot for your company you should consider all the different scenarios that might happen when a customer is using it. You should identify the different questions, requests, and messages someone might ask and all the appropriate responses that should be given. After the chatbot is rolled out, the conversations and responses should be reviewed now and then for accuracy and updated as needed.
4. Don’t Retain Information
Most users these days realize that when they reach out to a company online through a website or sites like Facebook Messenger they will be talking with a chatbot. They are generally happy with this as long as they can receive the service they need and the information they desire.
However, this system fails when the user is not receiving a certain amount of engagement when talking to the chatbot. This means the bot should be able to retain information from the user such as their name, what their inquiry or problem is, and how to best help them get to the next step.
To keep your customers happy your bot should be able to retain this information for the duration of the conversation and respond accordingly.
5. Taking to Long to Respond
When your customer reaches out to you using Facebook Messenger they should immediately receive an automatic greeting. This way the person knows that their message has been received and help is on the way. You can personalize this message by adding the user’s name in the greeting and perhaps a question asking how they can be helped today.
Once the user has responded, a message replying with thanks or information regarding how they can be helped today should follow. The bot should also determine whether a live agent will be required for further assistance.
If you don’t have an automatic reply set up and the message goes unanswered by your business, then the customer will get frustrated and might not want to continue doing business with you. If you don’t have a chatbot to respond with automatic replies then you need to do your best to get to each query in a timely fashion.
When using Facebook Messenger, the user knows that their message was viewed as soon as you open the chat. If you are not ready to respond then wait to open the message. This will keep the user from thinking that their message was received and is now being ignored.
Learn More About How to Avoid Facebook Messenger Mistakes for Your Business Today
These are some of the most common social media and Facebook Messenger mistakes your business can make when getting started. One of the main things to keep in mind is to avoid posting ads on your Page too often, less is always more.
When using Facebook Messenger to help assist customers, be sure to use a chatbot that has been tested to be engaging with the person. The bot should be able to respond with personalized answers to their questions and should know when to refer the user to a live agent for additional assistance. Also, make sure you are responding to messages in a timely fashion so the customer doesn’t feel as if they are being ignored.
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