Improve customer service with Facebook Messenger

Social media is a great complement to your online marketing strategy and can strengthen relationships you have with repeat guests as well as draw in new followers. Not only should you be active on your pages by posting your own content and responding to others, but with two billion messages sent through Facebook Messenger each month, you should also be prepared to be active on these private, social media channels.

By using instant messaging as part of your social media strategy, you can improve your customer service for four reasons:

Be available 24/7

Between messenger bots and automatic replies, you can be available for a chat 24/7/365. It’s the same reason you have an online booking engine, to be available when at all times.

Build relationships

Add a “send message” button to your Page to open the door for communication. This tells people that you’re ready for their messages and that you’re going to be responsive.  Facebook even adds an icon saying that you’re responsive and a typical amount of time they can expect to hear back from you.   

Make it convenient for them (and you!)

With so many people spending hours each week on social media platforms, it’s an easy outlet for them to use to get in touch with you about your property. It’s also convenient for you as you can use saved replies for frequently asked questions, set up automatic replies to direct them to contact you on another channel, or use a chatbot so they feel they’re talking with a real person.

Understand your customers better

Through messages, you can start to understand what’s important to your guests, what information might be missing on your site, and what makes them pick your property – whether it’s your location, customer service, price, packages, or amenities. You can use this information to rework content on your website, add new content to your website, tailor it to your audience, and use it when crafting social media posts and email campaigns.