Make Chatting with Your Business Feel Personal

Facebook Business

March 29, 2019

Messaging is how people communicate with their friends and family, and now, people expect that same ease and speed of communication with businesses. But in order to make your business’ Messenger experience most valuable for your customers, it’s important that the conversation feels natural and authentic. Talking to your customers in a voice and tone that resonates with them will make people feel more comfortable and confident messaging your business, which can help increase engagement and improve customer satisfaction. Whether you’re building automated replies or responding to conversations manually on Messenger, focus on making the conversation feel personal and representative of your brand’s unique value.

Know your audience

Understanding who your customers and potential customers are is the first step to creating a valuable Messenger experience. You can use Audience Insights to get a sense of who your customers are, their interests and more, which can help you tailor your conversations to ensure they resonate well with your audience. You can also use your own data points, such FAQs, highly trafficked sections of your website and more to help inform your messaging strategy. For example, TaxBot built a Messenger experience to help Australians file their taxes in as little as five minutes, and since TaxBot’s target audience consists of 18-35-year-old young adults looking for a quick and easy way to file their taxes, TaxBot made sure its Messenger experience flowed quickly and seamlessly guided people through the conversation. TaxBot cut out complicated jargon typically associated with taxes and spoke with customers in a casual, conversational manner to make the experience easy for people to navigate.

TaxBot

Show your business’ unique value and personality

In order to engage people in conversation, be sure to show what makes your business, products or services special. For example, if your business is catered to millennial taco lovers, try using GIFs and emojis to engage your audience in conversations about the heat of your new homemade salsa and happy hour specials. Even if you’re delivering automated responses, keeping language natural and leaning on your brand’s personality will help bring the conversation to life, making people more comfortable and more open to what you have to say.

Using GIFs, emojis and Australian slang to make the conversation enjoyable and easy for customers to navigate, TaxBot was able to answer 92% of customer questions with its bot for Messenger—proving how valuable the experience was for customers, and 99.9% of tax returns were completed without human involvement, streamlining the process for the business and maximizing efficiency.

Messenger

Build your business’ Messenger experience today and start connecting with customers in a way that resonates with them and drives results for your business.

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