A must-have guide for cross-border e-commerce: How to easily use Facebook to chat with customers

As one of the world's largest social media platforms, Facebook has billions of users. Such a large customer base provides huge potential for overseas marketing. Whether it is a small or medium-sized enterprise or a large multinational company, Facebook is a platform that helps to build a brand image. Enterprises can interact with users, promote products and services, and attract more overseas target audiences.

What is Facebook Chat

Facebook chat refers to the use of Facebook chat function to communicate with customers about products and services, confirm orders, and provide after-sales support, thereby promoting sales and enhancing customer experience.

Companies can answer questions from customers through chats and provide detailed product information to help them make purchasing decisions. They can also analyze customers’ needs and preferences from chats and recommend other related products or promotions based on their needs. Chats have the following benefits:

1. Boost sales

Some companies have products with a higher average order value, and the corresponding transaction cycle will also be longer. At this time, sales staff will need to communicate with customers for a long time, answer customer questions, and timely align product update information to promote sales.

2. Build a "private domain" traffic pool

To some extent, negotiating deals through social media is to return public traffic to the private domain. Because there is more autonomy in the "private domain" traffic pool, employees can make multiple sales during communication and manage the customer's sales life cycle.

3. Avoid platform bans

Some social platforms are more sensitive to certain products or advertising marketing activities. It is not convenient for companies to conduct marketing activities directly on their homepages. At this time, they can promote through chat orders to avoid the platform's rules and restrictions.

The benefits of chatting on Facebook

1. Broad user base

As one of the world's largest social media platforms, Facebook has billions of users, all of whom may be resources we can use. Moreover, the larger the platform, the more useful resources there are, and companies can better screen their target customers.

2. Social influence

Facebook is a large social platform where users can share and recommend products to their friends and family. Companies can leverage the social influence of their customers to expand their brand awareness and influence, potentially bringing in more sales and customers.

3. Big data analysis capabilities

Facebook is based on social relationships and interest groups. Facebook's success is inseparable from its emphasis on social relationships, especially when foreign users pay more attention to privacy. Facebook uses its powerful big data analysis capabilities to accurately push people who have interacted with users, and recommend target customers who may be interested to companies based on users' historical behaviors, thereby improving the accuracy of the recommendation mechanism.

4. Comprehensive commercial marketing services

Facebook provides comprehensive commercial marketing services. On the one hand, companies can create Facebook Business accounts for paid promotion, thereby attracting a large number of potential customers; on the other hand, social media operations on the Facebook platform are also an effective means of attracting customers.

Use SaleSmartly to start Facebook chat

1. Integrate Facebook account

Before using Facebook to chat, we can integrate all the Facebook accounts we have into the professional omni-channel aggregation tool SaleSmartly , which will facilitate our subsequent management of accounts and customers and achieve one-stop chat. The steps are as follows:

(1) Find [Integration] in SaleSmartly and authorize your Facebook account to the platform

(2) After logging in to your Facebook account, click Continue as (your account name), check the page you want to bind, and then click [Next]. Select the actions that SaleSmartly can perform on the page (it is recommended to select "Yes" for all) and click [Finish]. After the authorization is complete, click [OK] to jump back to the SaleSmartly system.

2. SaleSmartly ’s various order-chatting functions

(1) Dialogue function

This is the most basic function. Users can chat with Facebook customers in SaleSmartly , and the information will be synchronized to Facebook immediately. Users can click the [Messenger] and [Facebook Post Comments] channels in the conversation filter bar to quickly filter the conversation messages of the corresponding homepage. The [Messenger] channel supports sending text, pictures, audio, video and other formats, and the [Facebook Post Comments] message supports likes, replies, deletions and hiding of comments.

(2) View the source of advertisements

In the chat interface, companies can check which ad post the user came in to start the chat. This function can help companies analyze the effect of ad posts, improve user portraits, and gain a deeper understanding of what users are interested in. In this way, when chatting about orders, they can conduct targeted chats based on the ad post, which is conducive to achieving a high order conversion rate.

(3) Real-time translation function

SaleSmartly supports real-time translation of messages in multiple languages, so you don’t have to be afraid when facing foreign customers. It provides real-time translation in multiple languages, which allows you to understand the user’s meaning more quickly when chatting and overcome language barriers.

(4) User tagging function

When you chat with users, you can label them, such as "intended users", "potential users", etc. Labeling can better help manual customers provide customized services.

(5) AI automated reply function

You can use SaleSmartly 's [Knowledge Base] section to improve common questions and answers. After the employee turns on the robot hosting, when the user's question matches the knowledge base, the robot will reply to the user's message according to the answer set in the knowledge base . This function can greatly reduce the pressure on manual customer service and save a lot of repetitive work.

3. Support large-scale team collaboration

SaleSmartly supports large-scale customer service team collaboration processes. Enterprises can manage members in [Basic Settings] - [Team Management]. After adding members, you can set reception limits, roles, and assign channel chat permissions for employees. After adding, employees with corresponding permissions can access the session and provide reception services.

In addition, the system supports the configuration of customer service functions and data permissions. Employees can manage their own conversation messages and view the corresponding contact information. At the same time, other customer service conversations can be set to be invisible to achieve customer service conversation data isolation, which ensures the privacy of customer service conversations and is conducive to personal performance statistics.

4. Data Analysis

SaleSmartly supports data analysis of the Messenger channel, which is divided into three parts: channel analysis, service overview, and big report. With this function, companies can view the fan data overview and daily growth trend of the Messenger channel in real time, and break down the number of new fans added to each public homepage, as well as the situation of customer service fans, so as to facilitate statistics on product data and employee work. These data can help companies better analyze customer needs and behaviors, improve the user experience of products or services, and better understand market trends and formulate more effective marketing strategies.

Summarize

In front of big platforms like Facebook, learning how to capture traffic is king. Through chat, you can convert the traffic of these platforms into private resources, thereby bringing greater exposure to your products and brands. SaleSmartly, as a professional omni-channel chat aggregation tool, can help overseas companies communicate with customers more conveniently, achieve real-time interaction with users, and establish closer connections and trust with customers in a low-cost way.