Consumers today have more ways of contacting a company they deal with than ever before – in person, via the phone, email, online chat facilities, instant messages, the list goes on. As a result, they’ve come to expect customer service that’s instant, informative and helpful.
But how do you meet (and exceed) your customers’ expectations when you’re busy trying to run a successful business? After all, you don’t have enough time to be constantly online responding to messages or manning a telephone 24/7.
One way to buy you a little bit of time and potentially answer a customer query instantly is to set up a Facebook Messenger auto reply.
Before we show you how to do it, it’s worth noting that an auto reply does not impact your Facebook Page’s response rate or response time. So don’t expect those figures to change just because you’ve configured an auto reply.
Here are the steps you need to follow to configure an auto reply on your business Facebook Page:
1. Click ‘Settings’ at the top of your page
2. Then click ‘Messaging’ over on the left side
3. Scroll down a short way until you see ‘Response Assistant’
4. Click to change the toggle next to ‘Send Instant Replies to anyone who messages your Page’ to ‘Yes’
5. Edit your message accordingly and click ‘Save’
The ‘Add Personalisation’ option allows you to customise your messages to include the person’s first name, surname or full name.
A pretty solid auto reply would thank the person for contacting you, offer some simple advice of where they can look for information in the meantime e.g. a website FAQ page and provide an idea as to when a real person will be in touch.
For example, “Thank you for contacting Mayvin Training. Lots of our customers find the answers to many of their queries over on our FAQ page here – http://www.example.com/FAQ. Don’t worry though if you can’t find what you need. A member of our team will be in touch within 24 hours.”