February 04 2020
December 20 2019
October 30 2019
We recently reminded our community of the upcoming policy changes to the Messenger platform that will go into effect on March 4, 2020. These policy changes were designed to improve the messaging experience between people and businesses by driving timely and personally relevant conversations — prioritizing conversations started by people and related follow-up communications.
To help businesses best adapt to these new policy changes, here are some tips on the best practices to adopt when designing messenger experiences:
1. Respond quickly and set customer expectations on response times
People expect businesses to respond quickly and provide timely updates. We have found a strong correlation between responsiveness and successful business outcomes.>
2. Make it short and sweet
Make sure to communicate your key points succinctly and early on in your message. This aligns with people’s expectations for messaging as a channel and increases readability. Messages that are short and to the point can also be read clearly in message previews.
3. Leverage Messenger features to send high value messages outside the 24 hour standard messaging window
Successful businesses know the options available to send messages outside the standard messaging window and use them effectively.
4. Focus on customer value
Ensure your messages clearly communicate customer value - especially notifications sent outside the standard messaging window. Sending out low value messages makes it more likely that customers will tune out or block messages from your business altogether. Businesses using Messenger’s platform should consider adjusting push parameters for valuable messages that don’t require immediate action.
5. Provide audiences with options to choose from
Consider giving your audience additional control over the type of content they will receive via Messenger. For example, you may allow the user to select specific types of account alerts or post-purchase updates provided they comply with the Messenger platform policies.
We believe following these simple guidelines will help to ensure a businesses' messaging efforts will be effective and drive outcomes, while providing customers with pleasant and valuable interaction experiences that encourage them to continue engaging with the business on Messenger.