- 18 December 2020
Facebook Messenger is a popular messaging platform with 20 billion messages exchanged on a monthly basis. But how do you use it if you’re operating a business?
Content Marketing Lead
Reading time: 8 minutes
Facebook needs no introduction. We’ve all probably used, or are still using, the world’s biggest social network platform.
In the 3rd quarter of 2020, it’s reported that there are 2.7 billion monthly active users on Facebook.
And to add to that, the introduction of Facebook Messenger in 2011 has seen 20 billion messages exchanged on a monthly basis.
That’s a crazy number — but people aren’t only using it as a networking or support platform.
Facebook reported that generating leads is one of the most common use cases seen on Messenger. Businesses are using Messenger to schedule appointments, drive brand awareness, and secure sales.
That’s why in this article, we’ll walk you through how to use Facebook Messenger to connect with your customers to get that sale. 😉
What is Facebook Messenger? 📨
As its name suggests, it’s an instant messaging platform built into Facebook. Facebook Messenger was introduced in 2011, which later became a standalone app in 2014.
Though the main function is to exchange conversations, you can expect to see ads occasionally.
What is a Facebook Business Page? 😲
A Facebook business page gives businesses a chance to create an account to increase brand awareness and generate sales. You can freely upload posts and engage with customer comments on your own platform.
Also, having a business page allows you to have direct and private conversations with customers through Messenger. Customers can now easily contact you, and you can respond to them within a few seconds.
But how exactly do you send messages from your Facebook business page? Continue reading on as we answer some FAQs. 👇
How do I send a message from my Facebook Business Page?
Before you even start chatting with your customers, you have to make sure that you’ve already got a Business Page set up.
To get started, simply create a page and key in information such as your page name, category, and a short description.
You can also upload a profile photo to make you recognizable to your customers, and you’re good to go!
For a more detailed guide on how to go about setting up your own page, you can check out this page.
Once you’ve got your page up and running, remember to configure your settings to allow your customers to be able to send you private messages. You can do this in 2 simple steps:
1. Click on page settings.
2. Check the box to allow people to communicate with you through Messenger. Then click on “save changes”.
With the Message button showing on your main page, your customers will now be able to send you private messages over Messenger.
Do take note that you can only send a message back to a customer if they’ve messaged you first. You’re also unable to send messages to another Facebook business page.
How do I set up “Away” messages on my Facebook Business Page?
You can’t possibly be tending to your Facebook page 24/7. What if a message comes in the middle of the night.
That’s when Facebook’s automated “Away” messages come in handy. Here’s a quick guide on setting it up:
1. Click on page settings.
2. Click on the “Messaging” tab on the left.
3. Scroll to the bottom of the page and click on “Set Up”.
4. Under the “Greet People” drop-down tab, click on “Away message”, followed by “Edit”.
5. Set up your ‘away message’ and click on “save” at the top right.
When setting up your away message, you get an instant preview of what the message will look like.
The default settings send your away message instantly. However, you can set up a schedule to send the message.
And there you have it – it’s pretty easy, right?
How do I link Facebook Messenger to my website?
Adding Messenger to your website allows site visitors to directly chat with you.
There are 2 ways you can do this: either generate a Messenger Link or embedd a Chat Plugin. Because we’re on the topic of adding Messenger to your website, we’ll focus on the Chat Plugin.
1. Click on page settings.
2. Click on the “Messaging” tab on the left.
3. Scroll to the bottom until you see “Add Messenger to your website” and click on “Get started”.
4. Edit your Plugin.
Here, you can edit the greeting and even change the language for the Chat Plugin. You can toggle between “Desktop preview” and “Mobile preview” to see how the pop-up will look like on different interfaces.
Once you’re happy with your edits, Facebook automatically generates a code that you can just copy and paste into your website!
And that’s it! Now you can easily chat with your customers on your website via Messenger.
Why should you use Facebook Messenger for business? 🤔
According to Statista, there are 1.3 billion active users on Facebook Messenger. If that isn’t enough to convince you to start using the app, then here are a few other reasons.
1. Be where your customers expect you to be
The rise and success of Facebook Messenger (and other messaging apps) evidently shows that the way customers engage with businesses has evolved.
Your customers now expect to be able to message you.
Research shows that:
- More than 81% of respondents message businesses to ask about products or services
- 75% of respondents message businesses for support
- Over 74% of respondents message business to make a purchase
On average, that’s 76% of your customers contacting you on Messenger for these purposes, and possibly more!
Imagine all the opportunities lost if you don’t have Messenger set up on your Facebook business page.
2. Generate high-quality leads
In a survey done by Facebook, 56% of respondents said that they message businesses across their entire customer journey.
This gives you countless opportunities to follow up with that customer. You can take this chance to gather valuable information and learn more about your customers to build stronger relationships.
Furthermore, leads who reach out to you directly through Messenger are likely to be familiar with your brand and have shown some interest in your products or services.
Also, since you’ve already got them in your inbox, take the chance to re-contact them regarding product updates, new releases, or promotional offers.
3. Gain customers’ trust
The concept is pretty straightforward — if you’re easily contactable by your customers, you gain their trust.
That’s because being able to directly communicate with a brand like how they would with friends and family makes you more human. And people tend to trust businesses that provide them with a human connection.
Customers also feel more confident about a business if they are able to connect with them this easily.
4. An additional medium for transactions
As mentioned above, 74% of respondents said that they message businesses to make a purchase. If you use Messenger as an additional platform for transactions, this increases customer experience as well as conversions.
Here are 2 scenarios:
1. A customer takes interest in your product or service from your Facebook Ads. They click onto your profile and decide to send you a message. Your rep directs them to your website, where they’ll have to fill in a form or add the item to their cart to purchase.
2. A customer takes interest in your product or service from your Facebook Ads. They click onto your profile and decide to send you a message. Your rep guides them through the buying process, and the purchase is made in Messenger.
Which do you think is better?
(We hope you chose the second one 😅)
In the first scenario, they could drop off if you direct them to an external site. This also prolongs the buying cycle.
Processing their transaction right in Messenger means you can “lock them in” and close the deal faster. You don’t have to worry about them dropping off since you’re handling it all on one platform.
But if you have a longer sales cycle, such as SaaS businesses, Messenger can serve as a platform to create personalized touchpoints.
Facebook Messenger tips 💡
1. Proofread your replies
This is important especially if you’re using Messenger’s auto-reply feature.
Typos are common and they’re an honest mistake. However, they shouldn’t be appearing in auto-replies that you’ve crafted and set up beforehand. You wouldn’t want to give a bad impression to customers when they send you a message and your reply is full of typos!
Keep in mind that you should also make it a habit to proofread your replies when replying to customers.
2. Keep it personalized
People approach businesses when they don’t sound robotic.
Something as simple as using a customer’s name in your replies can make them feel validated and important.
According to a survey done by Facebook, 91% of consumers are more likely to shop with brands who recognize, remember and provide them with relevant offers and recommendations.
3. Be very responsive (and show off your badge!)
In today’s world, businesses are required to be responsive. Leads who are contacted within 5 minutes are 9 times more likely to convert.
Luckily for you, Facebook awards businesses with badges for being responsive. To earn a “responsive” badge, you must have a response time of less than 15 minutes and a 90% response rate.
Once you’ve obtained the badge, be sure to show it off on your page! This tells customers that you’re prompt in your replies, and they won’t be left waiting for a reply that never comes.
Furthermore, having this badge will increase customers’ willingness to message you because they know they’ll receive a reply.
4. Be mindful of the 24-hour messaging window
Did you know about Messenger’s 24-hour messaging window?
To make the experience more enjoyable for Facebook users, Facebook put a limit on how often businesses can reach out to customers on Messenger.
When businesses receive a message from customers, they only have 24 hours to respond. They can send unlimited messages, and that includes promotional content like offers and ads.
Do take note to close the deal within the first 24 hours, otherwise, your only other option is to send a Sponsored Message.
However, this doesn’t mean that you should send them a message every hour. That’ll just get you flagged for spam and you’ll probably never see that customer again. 😔
What does this mean?
Facebook Messenger is a fantastic app that businesses should definitely use to communicate with their customers!
That said, it shouldn’t be the only app that you are using. As of February 2020, Whatsapp has a total of 2 billion users worldwide.
While LINE does not openly publish user statistics, it is known to be the most popular messaging app in Taiwan, Japan, and second in Indonesia.
And let’s not forget Telegram that’s continuing to grow in popularity! As of April 2020, it reported a total of 400 million monthly users worldwide.
Using multiple messaging apps helps businesses connect with a larger number of customers and helps improve customer relations. Software like chat messaging platforms even allows you to manage multiple messaging apps on a single tool.
We hope that this guide has been helpful in helping better understand how to send messages via your Facebook business page!
From generating high-quality leads to gaining customer trust, Messenger brings about many benefits to businesses. But why stop there?
Using multiple messenger apps can further enhance the benefits that these apps bring to businesses.
If you’re interested to know how else you can communicate with your customers through various messaging platforms, sign up for NovoChat for free today!
Try NovoChat for free! 🚀
An e-commerce chat marketing platform to grow your sales.
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Tap at the top of Facebook and enter the name of the Page you want to message. Tap the Page in the search results to go to it. Tap Send Message or below the Page's cover photo. Enter your message and tap Send.Why can't I message people from my Facebook business page? ›
Make sure Messenger is enabled
Facebook Messenger should already be enabled when you create a business page. But here's how to double-check: Go to your page's General Settings. Next to Messages, make sure “People can contact my Page privately” is checked on.
In the left menu, click Greet people. Select Instant reply, then in the bottom right click Create automation. At the top next to Instant reply, click to toggle instant replies on. Select a Channel and enter your instant reply below Message.Can you message all your page followers on Facebook? ›
Can you send a message to everyone on your Facebook contact list? Yes, you can use Facebook Messenger to send a message to everyone on your Facebook contact list by using advanced Facebook tools on third-party platforms, like MobileMonkey.Why is my Facebook business Post not reaching anyone? ›
Generally, this only happens if you don't brand your page the right way. People need to be able to tell what your page is about, what you're promoting, or what you're selling the moment they land on it. Otherwise, you'll end up with an audience you can't really engage with, as you don't share the same interests.How do I create an automatic reply message? ›
- Select File > Automatic Replies. ...
- Select Send automatic replies.
- If you don't want the messages to go out right away, select Only send during this time range.
- Choose the dates and times you'd like to set your automatic reply for.
- Type in a message. ...
- Select OK.
Choose Settings, then scroll down to the bottom and tap Advanced Features. On this menu, find the Messaging Features section near the bottom and tap Auto Reply Configuration to start using it. Enable either Driving Mode or Vacation Mode to automatically respond to every text you receive.How do I set up auto reply for messages? ›
Tap the menu button, then Settings, then Auto-reply and compose your message.
- Open your phone's default text messaging app.
- Tap on 'new message' or '+' according to your phone's design.
- In the recipient box, add all the contacts you wish to send the message to.
- Add the message.
- Hit Send.
Click the "To" box and begin typing a friend's name. When the name appears under the text box, click it to add it to the list. Begin typing the second recipient's name, repeating until all intended recipients are listed.
While you can start a group message between multiple people, everyone within the group has access to all the messages. If you want to start promoting content or sharing exclusive offers with your followers, you need to look for an alternative platform.Can I message people who like my page? ›
You cannot send direct private messages to specific individuals who like your Facebook page. However, you can navigate to a fan's profile and attempt to send a message using your regular Facebook account. If the user does not accept messages from non-friends, you can send a friend request using your personal profile.How do you beat Facebook algorithm? ›
- Create and share great content. ...
- Generate user interactions. ...
- Reply, reply, reply. ...
- Hop on the (live) video bandwagon. ...
- Consider Facebook ads. ...
- Go local. ...
- Get your team involved. ...
- Ask your fans to follow you.
- Change Your News Feed Setting to Most Recent. This is the easiest but most broad way to see more posts on Facebook from a wider swath of your connections. ...
- Use Facebook's Friends Organizer Tool. ...
- Change Story Preferences For Individuals.
- Use Image Posts. ...
- Post Your Content Later in the Day. ...
- Respond to Quickly to Inquiries. ...
- Host Live Interactive Events. ...
- Run a Facebook Contest. ...
- Vary Your Content as Much as Possible.
Professional Auto Reply Examples
Please leave a message and I will get back to you by the end of the business day. If it is an urgent matter, please contact _________. Hello, You have reached the office of _________. We received your message and will get back to you as soon as possible.
- “Thank you for reaching out! We'll get back to you within 2 hours. ...
- “Hiya! Welcome to [company]. ...
- “Hi! ...
- “Thank you for reaching out to us via Facebook Messenger. ...
- “Hey there! ...
- “Thanks for your email. I'll be out of the office Aug. ...
- “I will be away from July 25-29. For urgent matters, you can contact my colleague, Marilyn Morales, at [email and phone number].”
- “Thank you for your email.
Use automatic replies whenever you want to let people who send you email know that you won't be responding to their messages right away. After automatic replies are turned on, they'll be sent once to each sender.How do you send a private message request on Facebook? ›
From the menu, tap Privacy. Tap Message Delivery. Tap on the people you want to control messages for. Select where to deliver their messages or tap Don't receive requests to stop receiving their messages.
You'll need to first install the Facebook Messenger app to send a private message to a Page. You can only send a private message to Pages that have turned on messaging.How do you send a private message on Facebook without being friends? ›
You can send messages to anyone on Facebook. Messages you send to people you're not friends with may arrive in their Message Requests folder. Your messages also won't reach people who may have blocked you on Facebook chat or Messenger. Was this helpful?How do I send a PM message? ›
- Here it comes, click on the highlighted box at the bottom to send a private message to your friend.
- Type what you want to say and hit the send icon. The person will receive the message once you click the send icon.
A "private message" should only be read or received by the recipient. No one else should be able or allowed to read it unless given permission by the sender or recipient of the message. "Direct" (adj) means being sent from A to B without extra procedures in the middle.How do you send a private message? ›
- Open the Chat app or Gmail app .
- On the bottom, tap Chat .
- Tap a name, enter a message, and tap Send .
- If the name isn't there, tap Add. or New chat.
- Enter a name or email address. Suggestions appear as you type. ...
- Enter your message and tap Send .
- Navigate to your Page Settings.
- Click Messaging.
- Under Add Messenger to your website, click Get Started.
Yes. You can send messages to people who have Facebook and Instagram accounts but don't have the Messenger app on their phone. They'll be able to see your messages or calls when they log into Facebook on their computer.Does Facebook read your private messages? ›
And, worse, Facebook admits to monitoring the actual content in your messages to ensure compliance with its policies.Can someone tell if you look at their Facebook a lot? ›
No, Facebook doesn't tell people that you've seen their profile.Can you tell if someone is checking your Messenger? ›
A filled-in blue circle next to your message means that your message was delivered. And, when a friend has read your message, a small version of your friend's photo will appear next to your message.
If you ask Facebook, the social media giant categorically says, “No, Facebook doesn't let you track who views your FB profile. Third-party apps also can't provide this functionality. If you come across an app that claims to offer this ability, please report the app.”Is PM the same as Messenger on Facebook? ›
There are times when you are using Facebook that you might want to send a message directly to one or more of your friends. This is often known as DM (direct message) or PM (Private Message) as it goes directly to the person (or persons) you address it to and not onto your timeline.What does PM mean in Facebook messages? ›
However, there may be times you wish to contact someone one-on-one. Facebook makes it easy to send a private message to an individual without sharing it with others.What is PM in messaging? ›
In computing, a private message, personal message, or direct message (abbreviated as PM or DM) refers to a private communication sent or received by a user of a private communication channel on any given platform. Unlike public posts, PMs are only viewable by the participants.