Making it easier for businesses to chat with customers in Messenger

Messenger helps you simplify customer acquisition by providing a direct, conversational way for people to take action where they already spend their time. Today, August 29, we are announcing the global roll out of lead generation in Messenger, which enables businesses to set up an automated question experience. Ads that click-to-Messenger, created in the messages objective, opens a Messenger conversation between a person and business and kicks off a set of questions that can be answered through pre-filled or free form text. Businesses can then integrate with their CRM provider and continue the conversation with qualified leads through Pages Inbox, Pages Manager App or a third-party live chat provider. A timely reminder is automatically sent to people who have not yet completed questions, prompting them to respond.

Businesses engaging with potential leads in their preferred channel are seeing results, and finding it easy to continue the conversation and seamlessly nurture leads in Messenger. RIFT Tax, a UK-based financial services company, used lead generation in Messenger to increase its customer base of Armed Forces members—increasing qualified leads by 42%. By following up with leads in Messenger, RIFT Tax was able to respond in less than 10 minutes and achieved an 18% higher lead resolve rate versus phone. Alicia Urunsak, Senior Paid Digital Performance Manager for RIFT Tax, said, “Due to the success and improved KPI’s, we’re putting forward a business case to add Facebook Messenger to our mix of channels for lead acquisition and to further develop using Facebook Messenger as a communication channel throughout the customer journey.”

With over 61% of people surveyed across the US, UK, Brazil and India agreeing that messaging is the easiest, most convenient way to contact a business, there’s never been a better time for businesses to connect.¹ Lead generation in Messenger allows businesses and people to chat in their preferred channel, on their own time, and in their own voice. Start conversations with qualified customers today.