Social Media
From Public To Private
Respect the function and nuances of private channels. Create a seamless journey between public and private. By setting up a predetermined message to begin the conversation, you can seamlessly move customers from the public feed to a private conversation that drives a specific outcome for your business.
Automate the easy stuff. People and businesses now exchange over 20 billion messages each month on Facebook Messenger, ten times more than they did in 2016. Responding to these messages would be a daunting task for any business of any size. Messaging bots can help reduce the workload, but too much automation can have negative consequences. Use a blend of automation and human connection to build deep relationships on private channels.
52%
of consumers say
they get frustrated when
brands don’t offer any
human interaction.
The utility of your content becomes paramount on private channels. If you’re engaging somebody one-to-one you have to be clear about the value you’re providing, whether that’s helping them find content, choose the best product, or resolve an issue.