“A staggering 71% of people say they message a business to make a purchase”Source: “Motivations, Mindsets and Emotional Experiences in Messaging (vs. Feed)” by Sentient Decision Science
As we head into 2021, how are you feeling about your business?
If you’re like a lot of people, you didn’t quite hit the goals you set at the start of the year. You’re probably wondering what fun and games 2021 has instore for us, where you’ll be this time next year and how to take advantage of all those life changing opportunities everyone keeps saying are out there.
One thing is for certain, if you don’t take some action now you’re definitely not going to be better off than you are today. You’ll most likely be having this exact same conversation with yourself next January, kicking yourself for not getting off your butt and doing something sooner.
The truth is there is still an enormous amount of uncertainty out there and there probably will be for some time. But there are some clear trends you can take advantage of to give yourself the best chance of winning in 2021.
“One of the biggest worldwide trends has been the massive growth in messaging apps. Now more than ever people want a safe, convenient and immediate way of contacting a business, your business, to ask a question, get an update and most importantly to make a sales inquiry.”Simon Gould, Director, Orbit Marketing
Overwhelmingly people are saying they want to be able to message a business. 65% of people say they’re more likely to buy from a business that lets them connect via a messaging app. A staggering 71% of people say they message a business to make a purchase. Let that sink in for a minute. 71%!
Kate said ‘I messaged a business on messenger. They responded telling me to call them for something that should have been a simple msg response. So I bought the product elsewhere’
As marketers and business owners it’s our job to remove the roadblocks and friction points from the sales and service process. We have to facilitate people doing business with us in whatever way suits them, whenever it suits their lifestyle and their communication preferences and right now, at this point in time, that means using messaging apps. It’s not about what suits us, it’s about what suits our clients. It could be Messenger, WhatsApp, Instagram direct or even some kind of website live chat solution, but if you’re not giving people a simple and effective way to message your business and get immediate and helpful responses (not just telling them to call you, or our office hours are blah blah blah) you may as well be telling them to shop elsewhere.
OK, so that’s all great but where do you start right? The thought of having to implement some kind of automated chat based sales and service solution can be totally overwhelming. The key is to start really simple. Remember, anything you implement is likely to be better than what you have now and is going to improve the experience for your potential customers.
- start by making a list of your most frequently asked questions. List as many as you can, then narrow it down to the top 5 or 6.
- Figure out which of these have pretty consistent responses. Like, in 90% of cases you’re giving the same answers. Then write down those answers in a way you wat them communicated with your clients and potential clients. If you really want to step up your game, get a copywriter to help but the main thing is to have clear simple and accurate information. Remember, people won’t necessarily buy the best product, they’ll buy the one that’s easiest to buy and easiest to understand.
- Connect an automated chat app to your facebook page. Our favourite is Manychat, but there are others like Mobile Monkey, Chat Fuel and others. Suss them out and find one you’re comfortable with. Most of them have free versions, are really user friendly and have free online tutorials. Check out the free ManyChat course HERE
- The fourth and final step is to set up a main menu and welcome message that answers your FAQ’s and gives visitors options to visit your website and online store if you have one, submit an inquiry or notify one of your team they’d like to chat in real time. You can download our free welcome message template directly to your ManyChat account HERE (you’ll need a ManyChat account first but they’re free so go for it!
From here you’ll no doubt look at how you can really level up your messenger marketing game to answer more questions, segment and retarget audiences, convert even more inquiries to sales and ultimately develop a totally integrated Messaging solution but for now this gets you into the game and makes sure you don’t get left behind.
At Orbit we build chatbots and develop killer messaging strategies for service based business so if you’d like to chat about how you can use messenger to transform your marketing, hit us up on Messenger HERE