If most customers just want your store address, business hours, or direct email address, social media functionality offers an easy way to automate responses. The only catch is that these automated messages only work on Messenger* and VKontakte for now.
To set up these automations , look for the Contact Info, Location, and Hours options in the Business Suite. Note that all three options allow you to add a URL button at the bottom of the post. Business Suite cell phone number list automatically populates your Facebook Page URL*, which is helpful if your Page already has relevant contact information or hours listed.
You also have the option to add a URL manually, so if your business hours change, you can direct customers to the URL with the most up-to-date contact information.
Use any combination of questions and answers. You can set up frequently asked questions for your Facebook page*, Instagram profile* and VKontakte group.
Start by collecting the most common questions in your sales and customer service department. Make a list of questions, rewrite them in a shortened and simple form, and then select the most informative answers that not only satisfy the customer’s interest, but also move them further down the marketing funnel.
Not sure what questions and answers to include? Review the messages you’ve received over the last 60 or 90 days and write down the most common questions. Alternatively, review conversation threads with prospects who ultimately made a purchase and reuse the questions they asked before making a purchase.
Keep in mind that Instagram users* only see your FAQs when they first start a conversation with your business. If you're already actively communicating with them via DM, they won't see your FAQs.
All of the automation options listed above are available as templates in Business Suite*, VKontakte, and Instagram*. This means they are easy to set up and require little to no configuration. However, if you need something more advanced, you can create custom responses in private messages.
Automating messages with specific labels is a good place to start. First, you need to establish a labeling system with your team. For example, you might use the “Prospects” label for people who are showing interest in your product or service. A prospect who is ready to make a purchase might be labeled as a High Interest Prospect.
Then set up a custom automation based on your tagging system. This way, depending on the tags, users will receive different welcome messages. For example, by tagging a user who contacted your support earlier but didn't decide to make a purchase, you can send a message about how glad you are to see them again and ask if they want to continue the conversation about the issue you discussed earlier or if they are interested in something else.
