We’ve put together this short guide to help you get the most out of social media marketing. This is the third in a series of posts, and today, we’ll cover how to use Facebook messaging. You can see the other posts here:
Messenger increases your accessibility. When people can contact your organization through Facebook Messenger, it makes it even easier for them to ask about your services, events, or programs. If you have this feature enabled, be sure to check Facebook often and keep your Page notifications on so that you’ll be notified about any page activity such as likes, comments, and messages.
Customized greetings get the conversation rolling. Once set up, greetings pop up instantly and offer a way to help people start a Messenger conversation from your Page. These prompts will show up automatically if you have a high response rate (see below). You can design your own messages or show frequently asked questions to make it easier for people to message you.
Do customers often ask about your thrift store? Are most of your calls about your next play, art show, or fair? Do most of your queries come from people interested in your direct services like food boxes, energy assistance, or daycare? Adjust your prompts as necessary based on what you’ve seen in the past. CNS uses prompts like “I’m interested in CNS’s planning and facilitation services!” and “How do I purchase a resource workbook?”
Instant replies boost customer service. You can find this option in your Page settings under the “Messaging” tab. If you don’t have enough capacity to check your Facebook messages often but you’re used to checking email regularly, your instant reply could read something like:
Thank you for contacting [Org Name!] Your message is important to us. We check our Facebook a few times a week, so if you have an urgent need, please get in touch by emailing us at firstname.lastname@example.org
Aim for a high response rate. Facebook tracks how quickly you respond to messages, and if you have a high response rate and a short response time, you’ll get a “Very Responsive” button on your page to show any visitors that you’ll be quick to get back to them.
We hope this guide helps you use Messenger effectively for your Facebook page! Our last and final post will be about other forms of social media, such as Instagram and Twitter, and whether they’re something from which your nonprofit could benefit.