If your brand is on social media, chances are you’ve identified your brand’s tone. However, Facebook Messenger should also contribute to reinforcing the voice and style of the brand.
As a chat platform, Facebook Messenger gives brands a place to chat with customers in a more personal and friendly way. But, you shouldn’t break the rules while chatting or become unprofessional. In a survey conducted by Facebook, three out of four respondents said “standard” rules when branding was needed.
When texting customers, brands should have an optimistic, positive, and inclusive tone. Customers can misinterpret so brands should avoid too much sarcasm or make some jokes online. The answers should be short but contain all the information. In particular, the brand should not over send, make sure not to use abbreviations, slang words that customers of all ages can understand.