With 3 billion active users in recent years, Facebook is one of the most popular social media around and therefore it is still a very potential platform for people and businesses to connect together. You can clearly see these days every brand or company all have their own Facebook pages and they use this platform as a place to introduce their products and services to the world.
A lot of purchase transactions are made within this platform every day and that’s the reason why it’s important to include the Facebook customer experience as part of your overall marketing strategy. The more efforts you are trying to get people engaged on the platform, the more likely it is they’ll become loyal customers.
To help you, we have 5 ways to improve Facebook customer experience and these ways will provide some practices that you may learn to improve customers’ relationships. But before jumping into these ways, let me explain to you the important roles of Facebook in customer service.
Why is Facebook important for customer service?
Facebook is a useful platform for customer service because it is convenient, common and the easiest for people to use. Since many customers have already been using the platform for a very long time (could be over a decade) so they get so familiar with its conventions, usages and user experience. This makes it easy for them to find customer service or a certain product on Facebook, as they may have already seen your ads on their daily news feeds.
According to some Facebook studies carried out during those past pandemic years, 45% of buyers on Facebook use it for apparel shopping activities, while the remaining of 41% use it for “Health, Household and Personal Care” shopping.
These statistical results showed that Facebook is still a potential platform and also no matter what industry you are working in right now, Facebook or social media in general plays an important role in the customer journey and is a must to have if you are running a business because customers often use it to research your products or services.
5 ways to Improve The Facebook Customer Experience
Here are 5 ways that I’ve summed up to help your customers get the most out of their Facebook customer experience with you:
1. Optimize Messenger
People normally install the Messenger app when they use Facebook on every device so it becomes the medium where businesses and customers exchange more than 20 billion monthly messages. That’s why the way you communicate with your customers over this app is very important and you have to make sure to do it as efficiently and pleasantly as possible. Here are a few things you need to consider:
- You need to have response guidelines to help everyone on the team — new or seasoned — know how to respond to messages, and do it faster. Your team may respond to tons of messages daily so a guideline is needed to make sure your team’s answers to customers are consistent.
- Implement a chatbot: Sometimes we cannot reply to messages 24/7 so having a Chatbot is necessary to ensure that no unseen messages are left and also the chatbot can be used to greet customers and lead them to your team. Some customers even made an order following the guidelines of our chatbot and all we will do later is prepare and ship that order.
- Display a response time: Displaying a response time on your page lets customers know when they can expect a response from you. Without a response time, surely, no one wants to wait and just leave.
A well-optimized Messenger can sell the company’s products or services more efficiently, saving you a lot of unnecessary time.
2. Integrate other communication channels
Despite Facebook being one of the most popular social media on the internet, your brand should be appealing in most other social media such as TikTok, Instagram, and Youtube. Social media integration is the act of using social media accounts as an extension of your marketing strategy. It helps increase your brand reach and awareness and also encourages engagement with your website and helps build a bigger audience on social media.
Just make sure your customers can find and buy your products or services on different platforms; for example, people who find you on a website or blog may click the links that you provided and it leads to your Facebook page.
3. Frequently post helpful content or information
Facebook is an ideal place to post ads and promotional content because the ROI of Facebook ads is usually high, after all. However, based on your target customers’ knowledge and research data, you can create product-led content. This type of content is not necessarily needed to directly reference your products or services every time, but it indeed provides the information that the customers want or a relevant story to make them emotionally inspired. Normally, when they notice something that catches their attention or touches their emotions that is where the buying process begins and their trust will be gradually built.
4. Encourage customer feedback
Encouraging customer feedback is a great way to show that you value their opinions and are committed to improving their experience. You can do this by asking for feedback through surveys or by responding to comments and reviews on your Facebook page. Leaving your customers’ feedback in public will tell a lot about your business’s reputation and this factor may gain you a lot of loyalty and trust.
5. Ensure your page is complete
This part may sound simple but is essential because if your Facebook page lacks things like location tabs or links that lead to your website or e-commerce sites, it will affect your conversion rates as well as the amount of customers who want to physically visit your company’s location.
Also, never neglect your business’s information section on your Facebook’s pages. This section is just like the “About us” section on the website. Make sure you have all your relevant information and links about your company or business in this section so customers will understand more about your history.
Don’t forget to contact us, at Marketin247 here! We have over 10 years of experience in Market Research and Strategic Planning and surely can help you to grow your facebook’s page to reach more customers and optimize their experience. Consultation is FREE and we are always available!