Making the switch to messaging is not as easy as turning on a light. The channel has its own set of unwritten rules. Be sure to follow these seven pointers in order to provide your customers with the best possible experience.
1. Be Prepared
Set everything up before you start messaging. Prepare your Facebook page and optimize existing assets towards messaging. Learn more about that here.
2. Adopt a Casual Tone
Messaging is not email. Keep that in mind. When you send a message to your customers via Airy Messenger, it will appear in between messages from their friends and closest acquaintances. That’s sacred territory, and if you come across as too aggressive or bold, you may not have messaging contacts for long.
So how do you that? Keep it cool and casual. It’s about how you say it. Talk to your customers in a friendly, upbeat tone. Don’t shy away from using emojis occasionally, and find that crucial balance between staying professional and business-appropriate, while remaining personal. Messaging is not a formal channel, don’t try to make it one.
It’s also a question of composition. Whereas emails tend to have several line breaks between the salutation and body of the text, messages usually don’t. In the majority of cases, one text block is ideal. If the message is longer, several blocks of text can be split up into individual messages.
3. Be Consistent
Having a consistent language across agents, departments, and use cases is extremely important. As mentioned earlier, the conversation between you and your customer will appear next to conversations from friends and family.
So, imagine your brand to be a person, and ask yourself: “What kind of person would my business be and how would they speak?” Once you’ve answered that question, you can formulate precise guidelines and rules on what words to use and how to address the customers you’re speaking to.
Make use of Airy’s Saved Replies to simplify that process and make it easier for agents to adhere to your brand tone. Saved Replies save a lot of time and effort while providing a common user experience.
4. Learn From and Adapt to Your Customers
As you know, every customer is different and not everyone likes to be treated the same way. That’s why we offer every Airy user a free Tagging Feature. It allows you to add pieces of information to every contact you’re in touch with. This helps in multiple ways. You can, for example, add a “VIP” tag to customers that provide a lot of value. If you’re a restauranteur, you can tag certain customers as “Vegan” in order to avoid sending them notifications about your Meat Lovers special. In the end, this helps to make your customer relationships even more personal.
5. Keep It Brief and Simple
There is one major perk when it comes to messaging―brevity. Emails and long-form letters have traditionally been fairly lengthy in nature, but that’s not necessary with messaging.
When messaging with customers, we highly recommend being brief and to the point. The choice of words also matters. Keep it simple and sweet. Your customers will be sure to appreciate the ease with which they can communicate with you.
6. Encourage Conversation
Far too often, discussion with customers is only initiated when there’s a problem. This tends to result in interactions that are tense and unpleasant until the issue has been resolved.
So, how can we break this cycle and encourage better customer relationships? Don’t wait until there’s a problem to spark a conversation. From the moment someone messages you, foster continued dialogue by sending them highly-personalized marketing content. This will show that you actually value your customer relationships and frame your company in the best possible manner.
7. Provide Value and Be Visual
While you’re at it, go above and beyond encouraging conversation. Take advantage of all that messaging has to offer and share image-rich, engaging content. Just like two friends would. Airy Messenger makes messaging truly dynamic. Whether you’re sending coupons, event invites, or something as simple as a GIF―there’s no better way for businesses to start meaningful, enjoyable conversations with their customers.
Have you found any other tips & tricks that could be useful for other Airy users? Feel free to send us a message any time and tell us how you’ve improved your messaging game.
This article was originally published on December 4th, 2018 and last updated on July 8th, 2019.