What is Facebook Messenger?

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Facebook Messenger is Facebook's messaging app. More than 1.3 billion people worldwide use it (including 181 million in the United States alone) to communicate with friends and family, as well as businesses.

The platform supports text, voice, and video messaging (including group video calls) and allows users to personalize their experience with different chat themes, stickers, and personalized reactions based on their avatar. Since June 2021, Facebook has also been testing an integrated payment system, Facebook Pay , which will eventually allow money to be exchanged via Messenger.

Messenger is also a popular solution for brands already present on Facebook, albania phone number data which use it for customer service. The app allows them to answer their customers' questions and advertise.

Facebook Messenger is free: all you need is a Facebook account and an internet connection to access it.

Benefits of Facebook Messenger for Business
Is your business considering integrating Facebook Messenger? Here are the main benefits:

1. Provide quality customer service
For digital natives, the question is a no-brainer: your business must be present and reachable online. More than 70% of people surveyed by Facebook in a global survey want to be able to submit their support requests via messaging. For 59% of them, this channel should also allow them to make purchases.

According to the same survey, current usage of Facebook Messenger is as follows:

More than 81% of respondents contact companies via messaging to ask questions about their products or services.
Over 75% contact businesses via messaging for help.
Over 74% contact businesses via messaging to make a purchase.
4-step customer journey diagram, the 4th being “I have a question about my purchase”

2. Build trust in your brand
It's very simple: by being open to dialogue, your company will inspire more trust.

And this trust doesn't necessarily depend on other factors. The majority of people surveyed by Facebook who contact businesses via messaging explain that this option strengthens their trust in a brand. For some customers, simply knowing that messaging is one of the possible means of contact is enough.

Imagine you're about to make a big purchase. You have the choice between a company that offers messaging support and one that doesn't. Which one do you choose? One sure sign: once consumers discover messaging, it often becomes their primary way to contact businesses.

3. Generate quality leads
When someone contacts you on Facebook Messenger, you can then follow up with them. Every message exchanged is an opportunity to gain valuable customer insights and build a lasting relationship.

After responding to the initial message, you may want to contact the customer again for many reasons. The channel is now open, so it would be a shame not to take advantage of it.

Get back to the customer with a special offer, anticipation of a need, a new product or service that might interest them, etc.