建立Facebook Messenger策略

作为一家客户，您需要在哪里见面。bob全站appWith over 2 billion monthly active users，您的观众很有可能使用Facebook Messenger。

FacebookMessenger can help your business connect with leads, prospects, and customers in a proactive and personal way. If you’ve never used Facebook Messenger for your business before or you’re looking for a concrete Messenger strategy, you’ve come to the right place.

Let’s go over the four crucial steps of devising and implementing a Facebook messenger marketing strategy.

FacebookMessenger Marketing Strategy

1.确定您的目的。

2. Train your team.

3.宣传您的平台。

4. Refine your strategy.

5. Integrate with your help desk strategy.

1.确定您的目的。

Facebook Messenger为您和您的业务提供什么目的？在将Facebook Messenger实施到您的业务策略之前，请考虑一下您可能通过此渠道遇到的问题，请求和疑虑。客户或潜在客户在Messenger上与您联系的主要原因之一是因为他们想要快速答案，因此请确保您的代表已经准备好了。

通过人们可能提出的常见问题思考。在整个过程中，客户会感到沮丧？如果您有一个支持团队，他们被问到的最常见问题是什么？如果你有知识库，最常见的文章是人们抬起头来的？如果您无法舒适地回答这些问题，请将您最资深的一些员工纳入Messenger职责 - 真正了解您的业务的人。一旦他们在Messenger上了几个星期，他们就可以告诉您常见的问题和趋势，以便您的其他代表对Facebook Messenger的配备有自信。

2. Train your team.

Make sure each team member is comfortable with using Facebook Messenger. Since people use Facebook Messenger for quick service, your reps need to know Facebook and live chat extremely well. Train your team in three major areas: Facebook Messenger etiquette, company expectations, and technology.

在Facebook Messenger上互动时，您和您的团队应遵循五个礼节技巧：

• 从介绍开始。Always introduce yourself and your job title. This humanizes you to the person on the other end of the conversation. This also gives you the chance to ask the person for their name and email.
• Be concise.花一些时间考虑一下您说的话。没有人愿意阅读10个单独的消息，一个接一个。尽可能简洁地写下您想说的一切，然后发送发送。如果您在多条消息中发送分解的想法，另一端的人可能不知道何时解释了您需要解释的内容。
• Use proper grammar and punctuation.When you’re chatting, it’s easy to fall into the trap of using shortcuts, such as “lol” or not using proper punctuation. Keep in mind that you’re representing your business.
• Don’t use slang or idioms.Especially if you have a global audience, make sure to use terms that are universally understood. Stay away from jargon to create an inclusive customer culture.
• Show empathy。如果您正在聊天的人处于棘手的境地，请让他们知道您在乎！当您应该与他们合作以帮助他们解决问题时，道歉。

Along with Facebook Messenger etiquette, make sure you and your reps are aligned in terms of expectations. For instance, talk to your team about how long of a wait time is acceptable for those who message you—schedule who’s staffing Messenger at what times. Determine what reps should do when they don’t know the answer. Implement systems so that your representatives know how to exceed expectations.

最后，确保您的代表知道如何使用软件和应用程序。bob电竞官方下载无论他们是使用Facebook，HubSpot还是其他平台，都需要对技术进行精心设计，以为您的用户提供最佳的体验。

3. Promote your new platform.

确保您充分利用Facebook Messenger策略的下一步是促销。

确保与您的品牌互动的人知道您的业务正在使用一种新的沟通方式，以快速和个人的个人方式帮助您的客户。通过使用Messenger链接评论帖子来宣传您的新媒体，通常看起来像“ M.Me/business名称”。您还可以选择安装Messenger现场插件。如果您花时间实施Facebook Messenger策略，请花点时间分享您的计划。

4. Refine your strategy.

Finally, it’s time to refine your strategy.

After you’ve been using Facebook Messenger for a few weeks, think through what’s going well and what can be improved.

如果您不产生所希望的结果，请考虑解决不同阶段买家的旅程。Pull a few transcripts and analyze what’s being asked. Is the customer or prospect’s goal being addressed? If everything seems to be working smoothly, consider adding achatbot。

5. Integrate with your help desk strategy.

现在，我们已经完成了四个步骤来构建有效的Facebook Messenger营销策略，让我们再介绍一件事：将Facebook Messenger整合到您的帮助台tech stack.

简而言之，您的服务台堆栈是您用来执行和完善客户支持计划的工具。因此，尽管您的客户支持策略涉及您采用的方法solve customer issues，您的服务台是简化单个技术服务中这些问题的地方，以使您的工作更轻松。

At HubSpot, we don’t have a specific help desk functionality, but our customers can utilize the服务中心支持他们的个性化策略。服务中心可用于整合您的首选工具，并在出现客户问题时组织，管理和回答。

If you’re already a HubSpot user, you can easily merge your Facebook Messenger with Service Hub’s ‘Conversations’ tool. Rather than having multiple support platforms, Conversations allows you to centralize them. If you want to take this leap, here is a helpful article about how tointegrate your Facebook Messenger channelwith HubSpot Service Hub Conversations inbox.

完成所有步骤后，门票between you and your customers on Facebook Messenger will show up in your Service Hub.

你应该马rketing with Facebook Messenger.

All in all, having multiple different platforms you use to market yourself and your business is extremely important. Facebook Messenger should be one of the tools you use, as it will help you connect with leads in a more personalized manner.

If you choose to integrate your Messenger inbox with HubSpot Service Hub Conversations tool, you’re getting the best of both worlds: marketing yourself to your target audience, and seamlessly solving customer support issues.