In today’s uber busy world, dealers are looking for ways to make it as easy as possible for customers to connect with them. Potential customers can reach you via phone calls, contact us forms , email, text messaging and now messaging apps. At the end of the day you need to make sure you have the ability to be reached whichever way your customers want to connect with you.
You probably have a good handle on the most common methods but what about messaging apps like Facebook Messenger, Snapchat, What’s App, Google Messenger, Google Hangouts and now Google Allo to name just a few.
So where should you focus your attention? Should you focus on all of them or just a few of them? More importantly, how should you implement them? To answer those questions, I would look at the platform that has the most opportunity. Enter Facebook Messenger.
Because Facebook Messenger is integrated directly with Facebook on their desktop platform, and as a stand alone app on mobile devices, they have access to over 1 billion active users world wide. Recently, Facebook rolled out Facebook Messenger For Business making it even easier for businesses to incorporate the chat service into their business.
- Messenger Greetings
Messenger greetings allows you to customize your greetings for people who are messaging you for the first time. These types of greetings can include the customer’s name along with your website’s address as well as when to expect a response from you.
- Locate a Business by Name
If you have allowed people to send you private messages via your Facebook page, people will be able to search for your business in the messenger app either by your name or your page’s user name. (Currently only available in the US)
- Website Integration
Most dealers have either tried or currently use some type of live chat to enhance their customer communication. Using Facebook Messenger can lend a certain amount of familiarity making it easier for customers to want to use the service. That being said there is a growing amount of concern over Facebook’s privacy policies which could actually have the reverse affect.
- New Advertising Platform
Facebook has also recently rolled out an advertising option where you can send people directly to your Messenger app from your newsfeed ad. People can view your promotion within Messenger and chat with you right away.
Google My Business (Google Allo)
Google has rolled out a beta program where it is incorporating its new messaging app (Allo) into its Google My Business platform. It will now be possible to chat directly with a business from within Google Search by using your phone as a text message or Allo.
Although it is still in beta, you can expect this to be rolled out in the new year.
So what now? If you do not currently have live chat on your website, you may want to consider adding it if you feel that you can get value out of Facebook Messenger or simply add it to your VDP page as a Call to Action button.
Please feel free to let us know your thoughts on these messaging apps. Do you see them becoming more integrated into your communications mix?