How to Respond to Customers on Social Media

VP of Marketing Alicia Alongi explains how to use features of Facebook and Instagram to earn a “Very responsive” badge on your business’s page.

You know it’s important to connect with your consumers quickly and effectively on social media to grow your business, but your day is full of competing priorities. In this 2 minute video, we’ll show you how you can automate communication through your social pages but still maintain a personal and authentic approach to your customers. Learn about tools that can help and ways to enhance your social media communication strategy for your small business.

You have a gorgeous Facebook Page, but are you connecting with your audience from the first click with engaging tools? Facebook and Instagram are fantastic tools for directly chatting with your consumers. Be proactive with your social media presence and make instigating a conversation and quickly responding to your page viewers as efficient as possible.


Start by engaging your audience as soon as they show interest in your business. On Facebook, navigate to the messaging tab on your settings page and enable ‘Show a Greeting’. This will initiate a conversation with the viewer before they ever send you a message. Prompting them to interact with you further.

How to Respond to Customers on Social Media
Above: Enable “Show a greeting” on your Facebook page setting to start a conversation with your social media fans and followers.

To make quick-messaging seamless throughout the rest of your page, consider making your call-to-action button a visible & readily available shortcut to messaging your page. Any opportunity to engage your viewers in a direct conversation should be considered. You can even add a messaging focused call-to-action button to your Facebook & Instagram ads.


Now that there is a thoughtful pipeline for messages to flow through, make earning a Very Responsive to Messages Badge for your Facebook Page an absolute priority with both automated and manual responses. Go back to the messaging tab on your settings page and select ‘Set Up Automated Responses’. Page viewers will now receive a response as soon as they message your page. Giving you ample time to respond with a handcrafted reply. Instagram even has similar functionality!


How to Respond to Customers on Social Media
Above: Add a Call to Action (CTA) to your page for “Send Message” to facilitate easier access to communicate with your business’s page.

Remember, to obtain a Very Responsive to Messages Badge on Facebook, your page must achieve a response rate of 90% and a response time of 15 minutes over the last 7 days.


Now that your page is tailored to receiving and sending professional messages, you have the opportunity to go deeper. Third-party apps like ManyChat and Tidio will automatically respond to your audience and can even guide them through the entire Buyer’s Journey solely in the chat box. This will free up your time and make your messaging strategy nearly autonomous.


Interested in how you can elevate your marketing presence with tools dedicated to helping you reach your consumers on social media? Like, Subscribe and visit Thumbstopper.com.

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