Facebook Messenger Get’s Down to Business
With over 1.3 billion monthly active users, Facebook’s Messenger app is an unprecedented success. Facebook is now looking to fully utilize the potential of this monster user base and has therefore added a feature for improving connectivity between local businesses and consumers. Read on to learn how this feature could benefit you!
The How
By installing a plug-in called Customer Chat, retailers can integrate Facebook Messenger with their website, letting their customer support representatives carry on conversations with clients just like they would on Facebook.
Customer Chat also saves conversation histories, meaning a user can be talking to a customer representative on their website and then continue the conversation once they shift to Facebook — without having to start a new conversation. Customer Chat is now open to any business in the form of an ‘expanded public beta.’
Facebook’s Grand Plan
Like all new services, the success depends on the users. Customer Chat’s primary user base seems to be those who lack the time or confidence involved in sending a formal e-mail for a casual business inquiry.
Regardless, Facebook has long been developing its platform with an eye on chat’s broader benefits to tighten its grip on businesses. A recent stat indicates Facebook Messenger has surpassed 1.3 billion monthly active users.
So, What Next?
As Facebook seems to be monopolizing and clamping down on the communication realm — both private and business — with Facebook Messenger and Whatsapp, the plan is clear: They want to absorb even more of the communications that usually take place over phone calls and e-mail.
It is still an uncertainty if the new Messenger feature will have a large impact on Facebook’s grand plan, but it certainly could be an great way of communication for many businesses across the planet. Customer Chat opens up new avenues of integration, such as sending money, making video calls or even convincing customer service reps to give you a refund, thus making Facebook the go-to app for anything and everything, especially in this social media age in which we live.
How to Respond to Negative Feedback
From restaurants to sports equipment vendors, no business is immune from negative feedback online. With more and more people spending hours on the Internet every day, customers are quick to voice their opinions about businesses. And their comments aren’t always positive. You might wonder how to respond when you receive a negative review from a customer online. Here are some tips to help you paint a positive image of your brand.
Online reputation management mistakes
As long as you have a successful business or brand, people will always have something to say about it. And when it comes to online reputation management, the goal is to create positive engagement with your customers for the life of your business. So if the discussion about your brand swings negative, here are a few online reputation blunders to avoid.
1.Ignore negative commentary – when you ignore negative comments or accusations about your brand, anger towards your business can fester, especially when there are a lot people rallying against you. Years ago, Nestle’s brand image was severely damaged by Greenpeace’s campaign against them. If they hadn’t ignored the problem at first, much of this likely would have been avoided. When it comes to your brand, this doesn’t necessarily mean you should respond to every negative comment. If someone is trolling your public discussion boards, then you can give their remarks a pass. However, if the negative post appears credible, you need to address it.
2.Reacting emotionally – if your reaction to negative comments is to fire back with negative comments, it’s certain to make you look bad. Customers want to do business with a brand that is professional. If you react emotionally or negatively to a customer online, who’s to say you wouldn’t do the same in real life to the person reading it?
How to resolve negative commentary
While you may feel angry by a negative comment about your brand, don’t let your emotions get the better of you by posting something you’ll later regret. Instead, calm down, compose yourself, and follow these guidelines.
•Figure out what the customer really wants – every customer wants their problem to be resolved, but how they want their issue fixed will vary. Some customers want an apology, others want a refund, and some may simply want the product they ordered but did not receive. Read the negative comment carefully to figure out what would make your customer happy, then proceed in the following manner.
•Imagine you’re responding to your grandmother – you would never say something rude or hurtful to your grandmother, and you shouldn’t to your customers either. When a customer comes to you with a problem, rephrase it back to them to ensure you understand it correctly, and then explain how you’ll solve it. And just like you would if your grandmother came to you with a problem, be sensitive and do your best to help.
•Stick to the facts – when engaging with a customer online, the initial comment can quickly turn into a back-and-forth discussion. If this happens, don’t get off-topic when addressing the problem. The customer may try to engage you in a he-said she-said battle, but avoid taking the bait. Respond with facts, stick to the matter at hand, and don’t get caught up in personal accusations.
•Turn the negative into a positive – negative feedback is an opportunity to improve your business. So be honest with yourself and, if there’s truth in the comment, take a good hard look at your company. Did the commentator point out a glaring problem you can improve upon? Remember, a business is nothing without its customers, so it makes sense to do your best to please them.
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