53% of customers say they are more likely to buy from a business they can message directly. Simply put, using Facebook Messenger for business means more sales.
Customers use Messenger to ask brands to help them choose the right products, address their concerns, and guide them through the transaction process. With 75% of surveyed US-based audiences messaging businesses to make purchases, Messenger is a must-have channel for companies looking to increase conversions.
Better customer service
67% of users expect to use messenger apps more for communicating with businesses. Facebook Messenger allows you to implement conversational marketing and build strong customer relationships.
What’s more, your customer conversations stay in Messenger, enabling easy chat handover and re-engagement. This means customers don’t need to re-explain their problems to different agents (as often happens). Agents norway mobile phone numbers database can understand the context behind every conversation by simply scrolling through the chat history.
Combining Messenger automation and live agent support allows you to increase contact resolution rates and reduce response times. With Messenger’s handover protocol, you can seamlessly transfer automated conversations to live agents and ensure your customers have their complex queries resolved.
Over 66% of respondents agree they feel more confident about brands they can message directly. And 55% of people surveyed say they feel more personally connected to a brand when they can reach it via an instant messaging app or live chat.
With Messenger, you can address customers’ concerns, build trust, and increase loyalty without any extra effort — all you need to do is set up the channel.
Less manual work
Facebook bots not only create a better experience for customers but also take the burden off your teams. Customer service reps can focus on more urgent tasks while bots take care of frequently asked questions (FAQs).
Related: Chatbot vs Live Chat: What's the Difference?
Examples of companies using Facebook Messenger
Messenger has a variety of use cases — from mass marketing campaigns to customer feedback collection. Here are some real-life examples of companies using Facebook Business Messenger for marketing, sales, and customer support.
Driving brand awareness: LG Electronics
LG Electronics ran an engaging campaign on Messenger encouraging people to share their laundry failures. The campaign boosted purchase intent by 4.3X and lifted brand recall by 6.6%.
