Boost Customer Acquisition on Facebook and Instagram

When customers message a business on platforms like Facebook or Instagram, it’s easy to assume they’ll patiently wait for a response before taking further action.

However, that’s not always realistic, especially when today’s customers have high expectations and plenty of alternatives to choose from.

Meeting Customer Expectations

Most customers expect a response to social media inquiries within 24 hours, which seems reasonable.

However, nearly 50% of customers anticipate hearing back within an hour.

On average, businesses take 6 to 7 hours to respond to inquiries across social media platforms.

This delay can be due to various factors, such as only checking the Meta Business Suite inbox a few times daily or being online during regular business hours.

But keep in mind that this approach may not align with customer expectations, potentially leading to dissatisfaction, decreased loyalty, or missed sales opportunities.

Seizing Sales Opportunities

While some social media messages are related to customer service, inquiries from potential buyers require more urgency.

Nearly 70% of leads choose the company that responds first, meaning a delay of 6 hours or more could cost significant sales. Companies that respond within 10 minutes are 100 times more likely to convert leads.

To capitalize on sales opportunities and enhance customer acquisition, consider setting up a system to respond promptly to new message notifications.

If 24/7 coverage isn’t possible, Meta’s automated responses can help ensure no message goes unanswered.

Building Trust with the Audience

Quick responses on Facebook and Instagram aren’t just about answering inquiries—they build credibility and trust.

Pages that respond quickly display a “Highly Responsive” badge, encouraging more prospects to engage.

To track and improve the team’s responsiveness, use Business Suite’s messaging metrics under the Insights panel.

Although automating responses can boost efficiency and help with customer acquisition, it’s crucial to continue manually responding to ensure the page earns and maintains the “Highly Responsive” badge.

6 Ways to Automate Replies on Instagram and Facebook

Automating responses can significantly improve the response times and customer satisfaction.

Here are six easy ways to set up automatic replies using Meta Business Suite and the Instagram app:

1. Set Up Out-of-Office Messages:

If the team responds during work hours, set up automated messages for after-hours inquiries.

In Business Suite, navigate to Inbox, click “Automations,” and select “Out-of-Office Message.” Customize the message and set it to activate when the team is offline.

Ensure the message addresses common issues or provides useful links, such as pricing pages or product demos.

2. Instant Replies:

Instant replies allows to respond immediately to new messages.

This feature is perfect for connecting with prospects.

Set up instant replies under the same Automations menu, and craft a concise message with essential information to guide the prospect through their journey.

3. Share Contact Information:

Automate replies to common queries, such as store addresses or business hours, through Messenger using the “Contact Info” and “Hours” automation options in Business Suite.

4. Create FAQs:

Establish a self-service knowledge base by creating FAQs in Business Suite.

Customize questions and answers that address frequently asked inquiries.

For Instagram, import these FAQs or create custom ones to cater to that platform’s audience.

5. Create Custom Automations:

For more advanced workflows, Business Suite allows custom automations.

Can set triggers like specific labels (e.g., “Prospect”) to send tailored follow-up messages.

6. Respond to Specific Comments:

Though not fully automated, create a custom keyword-based automation for responding to comments.

For example, trigger a message when someone comments with pricing-related inquiries and direct them to relevant resources.

By streamlining the inbox and automating responses, the team can deliver faster, more personalized replies, helping engage more customers and increase sales.

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