How to Use Facebook Messenger for Customer Service

Digital Agency | April 23, 2020


So, you want to know how to use Facebook Messenger for customer service? Good idea. 

Facebook Messenger is fast, mobile, and efficient. It’s also ideal for improving your customer service. Facebook Messenger is a free mobile app used for instant messaging, sharing photos, videos, audio recordings, and group chats. 

Messenger is a personalized way you can easily, instantly, and personally communicate with all of your customers and friends who are Facebook users via text messages, emojis, videos, and photos. Messenger is very intuitive and easy to use. 

In order to use Facebook Messenger, you have to have a Facebook account. Visit for sign up information. Then, simply go to the app store and search for the Messenger app.

Facebook Messenger and Facebook for customer service, can personalize and elevate your overall marketing campaign. Messenger is similar to texting and offers instant, customized, and casual conversations. Your customers might send their family and friends photos and other images to help you understand how they are feeling, so give your customers the opportunity to engage with customer service reps that way, too. 

Here are a few of the fun features you can use with Messenger:

Send Photos and Videos

 A picture is worth a thousand words and a video is worth even more. Create eye-catching, brand consistent photos and videos, then share them by clicking on the photo icon located at the bottom of the screen.

Send Stickers

Stickers are a casual, yet very effective way to engage your customers. Stickers are animated and more expressive than emojis are. Simply click on the smiley face icon that is located at the bottom of the screen.

Send GIFs 

Gifs are very popular animated images and a humorous way to engage with customers. Click on the GIF icon located at the bottom of the screen and search for Gifs that resonate with your brand.

Send Emojis 

Emojis are an easy and effective form of communicating. Emojis express emotion and add humor to a message. Simply click on the four smiley face icons along the bottom of the screen. Add them to sentences within your message.

Send an Instant Like 

It’s easy to send a quick “like” as a response to your customer’s comment. Simply click on the thumbs-up icon along the bottom of the screen to send an instant like.

Facebook Messenger used efficiently and effectively can boost your reputation and create happy, loyal customers. Just like any marketing effort, it is imperative to evaluate how Messenger performs for your company. Always test and experiment with all the different options the platform offers and your attempts at using them. Then review the results. 

Facebook offers analytics to help you evaluate and test the results of your campaigns. Customer service has evolved into an “instant gratification” customer experience and using tools like Messenger to enhance your marketing strategy will keep you one step ahead of your competition. More importantly, this social platform creates an ongoing personalized approach for communicating with your customers.

If you follow these guidelines, you’ll not only know how to use Facebook Messenger for customer service, you’ll improve your service levels as well. 

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