The need for clear customer communication and connection has never been greater as digital trends accelerate. To help small business owners enhance their online presence and stay connected with their community, we’ve partnered with Messenger from Meta to share some simple tips to create seamless customer experiences.

 

Whether it’s making an inquiry, buying a product, or getting support after a purchase, messaging can remove friction from your customer’s journey. From freelance entrepreneurs and e-commerce owners, to local retail businesses with several employees on the payroll, Messenger helps companies of all sizes stay connected with free, easy-to-use messaging tools.

 

Join us in a roundtable conversation with three digital-savvy entrepreneurs – Isis Asare, Julie Walton Garland and Elnaz Sarraf – who are expertly navigating today’s customer communication landscape with Messenger & Instagram and generating serious business success.

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In this roundtable conversation, you’ll learn more about:

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Moderated by:

Anayo Awuzie

Product Marketing
Communications Manager
for Messenger

Anayo Awuzie is a Bay Area-based content marketer and communications professional, currently working at Meta as a Product Marketing Communications Manager for Messenger. She helps craft narratives that empowers businesses large and small to learn how to turn conversation into relationships with messaging. Her work with the messaging team has been featured at CES, Cannes, and Adweek. In her spare time, she is also building Carefree, a weekly story letter giving space to Black women to tell their stories of life, love, and adventure, and everything in between.

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Isis Asare

CEO & Founder,

Sistah Scifi

What are some of the factors you considered when choosing the best platform to communicate with your customers?

I believe in connecting with my community – I refer to members as Sistah Scifi Siblings – wherever they are located. In the last 30 days, Facebook drove 80% of my social media traffic. For me, it was a very data based decision of which technology platform would allow me to scalably connect with my ideal community members.

Are there any Messenger or Instagram tools or features that have helped you better manage this increased volume? What tips and tricks can you share?

The Facebook Business Suite has been key in helping me see both my Facebook and Instagram messages and comments in one place. This has increased my ability to respond in real time and increase Sistah Scifi Siblings engagement.

How has being able to communicate directly with your customers on the platforms they’re already using been good for business?

Yes, roughly 50% of the communications are a potential sale or collaboration!

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Julie Walton Garland

Co-Owner of

Walton’s Jewelry

What are some of the factors you considered when choosing the best platform to communicate with your customers?

For my business, the quality, speed and ease of communicating with customers is one of our top priorities when choosing a platform. Messenger and Instagram not only allow us to professionally respond to our clients, but in a quick and timely manner. These platforms also allow for collaboration so any member of my team can respond to a request, rather than the work falling on one employee. With Messenger and Instagram we are able to assist more clients in a shorter amount of time, which in turn saves time for both parties!

Are there any Messenger or Instagram tools or features that have helped you better manage this increased volume? What tips and tricks can you share?

For Messenger, we utilize the after hours away message. This shows our clients that we have received their message and will respond once we are back in the office, rather than leaving them for hours without a response. On Instagram, we often receive messages with very specific questions regarding a certain piece of jewelry that was featured recently. Since clients are able to directly message us a post, or respond to a specific story, it allows us to know immediately which item they are referring to and efficiently respond to their needs. We tag our products in all of our Instagram posts, which drastically cuts down on the volume of very basic questions with a simple tap of the photo.

How has being able to communicate directly with your customers on the platforms they’re already using been good for business?

In today’s society, the quicker the response time means the more likely you will make a sale.  Being able to communicate directly with our clients via platforms they are already comfortable using has increased our sales exponentially. They can shop and ask us questions from their couch—no need to drive to our showroom, make a phone call or send an email. The easier it is for clients to communicate and purchase, the more successful your business will be.

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Elnaz Sarraf

Founder & CEO,

ROYBI Robot

What are some of the factors you considered when choosing the best platform to communicate with your customers?

We were looking for a way to increase trust and the ability for our customers to reach out to us quickly. We decided to go with Facebook Chat Plugin as millions of people worldwide already use Facebook. We can quickly connect with them on both Facebook and Instagram. All of our messages come into one place and it is very easy for our team to communicate with our customers. Also, Facebook is a familiar platform for most of the people in the world so it is easy for them to reach out to us immediately.

Are there any Messenger or Instagram tools or features that have helped you better manage this increased volume? What tips and tricks can you share?

We use tags and automated messages using our Facebook Chat plugin to automate some of the communications. We also use some marketing tools such as ManyChat to send people to different marketing flows.

 

In the past, we’ve created some fun games, puzzles, and even promotions combining these tools together. It is not always about immediate sales, but creating some fun activities for our website visitors. We also use Facebook Chat and ManyChat during holidays to send our promotional materials to the customers.




How has being able to communicate directly with your customers on the platforms they’re already using been good for business?

Using Messenger tools by Meta has helped our business a lot. We use the chat option to provide before and after-sales support. There also have been times that we had people from across the world reach out on our chat and offer partnerships. Using a familiar tool also helps us to create trust and our customers know that we will be there to support them very quickly.

Messenger Tools & Features

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