As the third-most-popular social media site, with over 1 billion monthly active users, it’s no wonder that the popularity of Facebook has also led to an increase in its usage as a shopping platform. In fact, research has shown that nearly half of all Americans have bought something on Facebook. This high level of adoption as a shopping platform means that businesses are taking note and integrating Facebook into their marketing strategies.
For example, according to HubSpot, almost two-thirds of businesses using Facebook as a marketing tool saw a measurable ROI from their efforts. As such, more businesses are incorporating the use of Marketplace ads (formerly known as Product Ads) on Facebook for e-commerce purposes.
But what does this mean for you? Well, if you sell your products or services through another business or organization that uses Marketplace ads to sell its goods online, then you need to familiarize yourself with how these advertisements work and how you might be affected by them.
As an online seller, you want to make it easy for shoppers to find your products and place orders. A listing on the Facebook Marketplace is one way to do that. But what if a shopper has a question about one of your products? How will they get in touch with you?
As an ecommerce seller, you have a few options for responding to customer inquiries on the Facebook Marketplace. This article covers the pros and cons of each option so you can choose the best one for your business. Keep reading to learn more about using Facebook Marketplace Customer Service as part of your ecommerce strategy.
- 1 What is Facebook Marketplace Customer Service?
- 2 Facebook Messenger Customer Service
- 3 Facebook Ads and Messenger Tracking
- 4 Facebook Seller Help Desk
- 5 Benefits of Using the Facebook Marketplace Customer Service Option
- 6 Drawbacks of Using the FB Marketplace Customer Service Option
- 7 Email Customer Service for Facebook Marketplace
- 8 Using Seller Feedback on the Facebook Marketplace
- 9 Is Using Facebook Marketplace Worth It?
- 10 Facebook Ads and Promoted Posts for Customer Service
What is Facebook Marketplace Customer Service?
A finished goods listing is different from a bulk goods listing because the item is already in the shopper’s possession and ready to ship. A bulk goods listing features items that the seller has in stock and is ready to ship.
Facebook Marketplace Customer Service is available for sellers with a finished goods listing. This means that you’re able to respond to questions about your products and offer assistance to shoppers through Facebook.
With Facebook Marketplace Customer Service, you can use the help desk option to answer questions and provide additional information to shoppers. The Facebook Marketplace Help Desk allows sellers to manage their own inquiries and respond to shoppers directly on Facebook.
Interestingly, with facebook marketplace customer service, you can do the following:
- Lay a complaint about low performing buyer or seller.
- Learn more about FB Marketplace.
- Rectify problems on the Marketplace service.
In the event where your facebook marketplace is not working, here are the things you can do:
- First off, you will need to login your facebook account
- Next, enter this link: https://www.facebook.com/pg/fbmarketplace/about/ on your default browser
- Click “Need Help Accessing Marketplace”
- Tap the link below which says “Click Here.”
- Then you can lay your complaints and get them fixed
Facebook Messenger Customer Service
When people are shopping on the Facebook Marketplace, they can send you a direct message through Facebook Messenger. This allows them to contact you privately and get their questions answered quickly. You can use this feature to answer shopper questions about your products and provide additional information. Be sure to respond to each message promptly and politely.
When responding to these messages, you can send links to your store and product listings, along with additional photos that don’t appear in your Marketplace ad. Facebook Messenger is a direct communication channel between the shopper and your business.
This may seem more personal and prompt a shopper to buy, as they’re likely to feel more comfortable asking questions. Facebook Messenger is also a cross-platform communication option, allowing you to respond to shoppers on any device.
Facebook Ads and Messenger Tracking
Facebook Ads are a paid marketing option, and they often result in sales. If you’re using Facebook Ads to drive traffic to your products, you can also track the questions shoppers leave in response to your ads. You can use the messages to increase your knowledge about what shoppers are looking for and refine your ads for better results.
If you’re using Messenger tracking, you can respond to shoppers from your ads and build a relationship with them. Facebook Ads can be a good way to make sales, but they don’t have to be used just for this purpose. You can also use Facebook Ads for Facebook Marketplace Customer Service. This can help you get to know your shoppers better and respond to their questions.
Facebook Seller Help Desk
The Facebook Seller Help Desk is a helpful tool for managing inquiries and providing customer service. With this option, Facebook helps you respond to shoppers’ questions and assist them with their shopping experience. You can respond to questions and posts on your Facebook Marketplace ad and make edits whenever you want.
With the Facebook Seller Help Desk, you can respond to shoppers’ questions and provide additional information. This can help shoppers make informed purchasing decisions and increase your online sales. Since the help desk is on your Facebook page, shoppers can easily access it and get the information they need.
Benefits of Using the Facebook Marketplace Customer Service Option
A key benefit of Facebook Marketplace Customer Service is that you can respond to shoppers’ questions quickly and efficiently. You can also make edits to your listing, such as pricing changes, at any time. This can help you increase sales and provide a better shopping experience for your customers. Plus, you don’t need to change your business hours to make these changes.
When responding to shoppers through the different options for Facebook Marketplace Customer Service, you can use the same language you use in your ads. This can help you make your responses consistent and prompt shoppers to make a purchase.
Another advantage of using Facebook Marketplace Customer Service is that you can get to know your shoppers better. You can respond to their questions and help them make informed decisions when shopping on Facebook. This can help you build a loyal customer base and increase your sales overall.
Drawbacks of Using the FB Marketplace Customer Service Option
One drawback of using Facebook Marketplace Customer Service is that it can be time-consuming. You may spend hours replying to shoppers and making changes to your ads and listing. This can be difficult if you have a full-time job outside of your online business and a family at home. It may also be hard to fit this into your daily routine if you’re not organized.
If you don’t have a system for handling customer service issues, you may find yourself falling behind. Another drawback of Facebook Marketplace Customer Service is that it doesn’t allow shoppers to contact you privately.
You may receive questions from shoppers that are not appropriate for public forums, such as questions about shipping rates. You can’t respond to these questions privately unless you send the shopper a direct message.
Email Customer Service for Facebook Marketplace
If you use the email customer service option for Facebook Marketplace Customer Service, you receive emails from shoppers who have questions about your products or are looking for additional information. You can respond to these emails at your convenience and make edits to your Facebook Marketplace ad when necessary.
But what if you don’t have an email address created specifically for your business? You may not want to use your personal email address if you’re receiving a lot of emails from shoppers. You may also want to use an email address that makes it clear you’re running an online business. There are plenty of email service providers that are designed specifically for businesses.
This can help you keep your work and personal emails separate and protect your privacy. Using an email address that is specific to your online store can help shoppers know that you’re available to answer their questions.
Using Seller Feedback on the Facebook Marketplace
If you’re using Seller Feedback, you can respond to questions from shoppers on the Facebook Marketplace through that feature. You can also edit your listings and make changes to your ads by clicking a button in the feedback tool. This is another option for responding to shoppers’ questions and enhancing your Facebook Marketplace Customer Service.
When you use Seller Feedback, you can respond to shoppers’ questions and provide additional information. You can also make changes to your ads and listings by clicking a button in the feedback tool. This option can help you provide better customer service and increase your sales.
Is Using Facebook Marketplace Worth It?
Yes. Facebook marketplace is one of the best online selling platforms that allow you to buy and sell things for free. All you need to get started with facebook marketplace is to have a facebook account and your location should be available on facebook marketplace.
There are many options when it comes to Facebook Marketplace Customer Service. Which one should you use? There’s no one best solution for every business. You can try out different options and see which one works best for your business. If you’re still unsure about which option is best for you, consider these factors:
- Your Business Hours: If you’re not available to respond to shoppers’ questions during business hours, you need to choose an option that allows you to respond when others are not around.
- The Volume of Inquiries: If you get a lot of questions, you may need to use a different option. If you only get a few questions per day and they can be answered quickly, you may want to respond to each one. If you get many questions, it may be better to use an option that allows you to respond to all of them at once.
- Your Personal Comfort Level: If you’re not comfortable answering questions in a public forum, you don’t have to use Seller Feedback. You can respond to shoppers privately by using the email customer service option or the help desk option. You can also use Seller Feedback but respond to the questions in a private message through Facebook Messenger.
Facebook Ads and Promoted Posts for Customer Service
If you use Facebook Ads to drive traffic to your Facebook Marketplace ad and make sales, you can also use them for Facebook Marketplace Customer Service. You can respond to shoppers’ questions by clicking the “Set as a Click to Messenger” button on your ad.
This allows you to respond to shoppers’ questions and make changes to your ad from your Facebook Messenger. If you use Facebook Ads for Facebook Marketplace Customer Service, you can also use promoted posts.
Promoted posts are a paid option that can help you get your ads in front of more shoppers. You can use these posts to respond to shoppers’ questions and provide them with additional information.