Why to Respond to Customers on Social Media

Account Growth Manager Joey Catalano explains why you should respond quickly to your customers on social media.

More and more often, consumers want to connect with the retailers they follow on social media to get more information about your business and the products you sell. In this 2 minute video, learn why respond to customers quickly and effectively will increase your organic growth and build meaningful relationships with your current and future customers.

Every social media consumer who messages your business on Facebook or Instagram has something in common, they know your business exists and they’re interested in learning more. If the entire point of cultivating a social media following is to target this exact demographic, you should make replying to these eager followers a top priority.

Responding to customers on all your social media accounts will drive organic growth and build meaningful relationships, but specifically focusing on quickly responding to Facebook messages will give you an unexpected edge over the competition.


This is a response badge, it’s a colorful & easy to locate tab on your Facebook page that tells your audience how frequently you respond to inquiries. At a glance it might look trivial, but it actually directly impacts your search optimization on Facebook and is bar-none the quickest way for a potential-customer to gauge how easy it will be to interact with your business online. The ‘Very Responsive to Messages’ tier is the highest available distinction and can only be obtained by responding to inbound messages on your Facebook page. To be exact, your page must achieve a response rate of 90% and a response time of 15 minutes over the last 7 days.

Why to Respond to Customers on Social MediaAbove: an example of the “Very responsive” badge you can earn for your business’s page by achieving a response rate of 90% and a response time of 15 minutes over the last 7 days.


Every social media consumer who messages your business on Facebook or Instagram has something in common, they know your business exists and they’re interested in learning more. If the entire point of cultivating a social media following is to target this exact demographic, you should make replying to these eager followers a top priority.


Responding to customers on all your social media accounts will drive organic growth and build meaningful relationships, but specifically focusing on quickly responding to Facebook messages will give you an unexpected edge over the competition.


This is a response badge, it’s a colorful & easy to locate tab on your Facebook page that tells your audience how frequently you respond to inquiries. At a glance it might look trivial, but it actually directly impacts your search optimization on Facebook and is bar-none the quickest way for a potential-customer to gauge how easy it will be to interact with your business online. The ‘Very Responsive to Messages’ tier is the highest available distinction and can only be obtained by responding to inbound messages on your Facebook page. To be exact, your page must achieve a response rate of 90% and a response time of 15 minutes over the last 7 days.


Earning one of these badges will help draw potential customers to your chat box, but engaging these customers is valuable within itself. Can you believe that 78% of American consumers have discovered retail products to buy solely through Facebook alone?


Social Media marketing is all about ease of access and providing consumers with quality customer service on their platform of choice. Facebook Messenger is a chat-juggernaut, with a dedicated install-base of 1.3 billion users across the globe on both Desktop and Mobile. And it does not stand alone. Instagram and Twitter both have native chat functionality with users who love engaging with their favorite brands and retailers without being directed off-site.


Stop standing on the side lines. Actively engage your followers on all these social media platforms.


Now you know why, but what is the best way to keep track of your business messages without dedicating your life to Facebook? Check out our ‘How to Respond to Customers on Social Media’ tutorial or visit us at Thumbstopper.com.

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