Instant Replies is a newer option from Facebook that allows you to automatically send messages as your Page’s first response to new messages. For example, you can use your Instant Reply message to let a customer know that you’ll get back to them soon, thank them for contacting your Page or give them a Call-to-Action to contact your store to schedule a test drive, ask product questions, speak with a sales representative, etc. The list goes on and on for all the options in which you can customize this Instant Reply message.
When a Facebook Instant Reply is turned on, people messaging your store on Facebook will receive a customized automatic response from your Page.
Having an automated response is considerably more useful as a customer support tool than just posting your phone number in the ‘About Me’ section and hoping for a phone call. If your store was to receive a message, this will trigger the automated reply to that person and give them enough information in a quick and informative way that allows them to reach out to your store without having to search through your page to find your contact information.
Please note that your Facebook Page user status must be either an admin, editor, moderator or advertiser of your retailer Facebook Page to have access to adding a Facebook Instant Reply to your store’s Facebook Page.
In case you are having trouble coming up with ideas for your store’s Instant Reply message, we created an example for you below.
Example:
Thank you for contacting John Doe Motors. We are looking forward to serving your ATV needs. Please call John Doe Motors at 1-800-555-2525 and our customer service representative will direct your call to the department of your needs.
If you are looking at a vehicle in our inventory select ion posted on Facebook, we would love to get you in that vehicle for a test drive. If you are in need of a vehicle maintenance, we offer a full-service selection for all your vehicle part needs.
Thank you for your patience and we will message you back shortly.
All the best,
John Doe
Sales Manager, John Doe Motors
To summarize the Facebook Instant Reply, it is a message that can be automated for free, via settings on your store’s Facebook Page. Any customer that messages your page will get a this automated reply from your store (once you set it up). However, keep in mind this is not a substitute for replacing human interaction. The Facebook Instant Reply only allows for ONE automated message to be sent to a customer messaging your store. It is a buffer to get the customer moving in the direction that you want them to — into your store. As a business, you must still respond to the customer in a timely manner. We suggest including a time frame in your automated messaging that gives the customer piece of mind, knowing you will respond to them accordingly (ie. Thank you for your patience. We will get back to you within 24 hours).
Click here to get the Instant Reply setup instructions.
Check us out on social media to get more tips and tricks that you can apply to your dealerships social media plans. If you find yourself needing a little extra help with your store’s social media check out www.thumbstopper.com.