How to Use Messenger Apps for Stellar Customer Service on Social Media.

Learn how to improve your customer service by using messenger applications.
Ilia Markov
November 5, 2021 - 5 min. read

Gone are the days when customer service meant only phone calls and emails with brand reps. Customer service today looks very different— enabled by technological advancements and propelled by the constantly evolving clients’ requirements. 

Mobile messaging and messaging through social channels, in particular, have brought a full-blown revolution to customer service. They are making it faster, more efficient, and more immediate for users. 

Messenger apps have enabled one-on-one communication between brands and their customers — which opens a wide array of options for developing long-lasting relationships. 

With the help of messenger apps, you can improve your response rate to customer queries, boost customer satisfaction, and provide clients with truly personalized communication that people value highly. 

In this guide, you can find out how your brand can use different messengers on social media for customer service.

The most prominent messenger apps for customer service. 

There’s an abundance of mobile messaging platforms that brands can use today to communicate with their customers and provide them with round-the-clock support.  Which ones are the most suitable for your brand? Here’s an overview of the top messenger apps. 

Facebook Messenger

The Messenger app of Facebook might as well be the most prominent support channel out there as it’s connected to the largest social media network. 

Many of your customers are likely to be on Facebook where you can interact with them through your company page. You can automate FAQs for easy access, provide a live chat option, enable bookings, and strike conversations with event attendees, among others. 

Instagram Direct

Customers regularly use Instagram to browse products and services and to contact brands directly. This makes Instagram Direct an important channel for customer service too. 

You can implement contact buttons and send ‘canned responses’, which are quick replies in direct messages. Push notifications can also be useful. 


Since Twitter is another big social channel, providing customer service there is also essential. Users often follow and interact with brands through their Twitter accounts. 

Besides replying to customer messages, you can track direct and indirect mentions of your company account and move the conversation to direct messaging. That’s how you can make sure your customers’ queries and complaints don’t remain unanswered. 


The Facebook-owned mobile messaging app is another important channel for providing customer service. Unlike Facebook Messenger, it’s not connected to people’s social media profiles. 

You can use the WhatsApp Business App or API to create a business profile with your catalogue and offer communication support for customers. In particular, you can provide automated messages and share multimedia. 


Unlike messenger apps owned by large social media, Telegram is considered an independent alternative. Many users choose it for safety and privacy reasons because of their secret chats.    You can use the popular Telegram chatbots for your customer service efforts, as well as the group chats with unlimited number of members.

Our tips on using messenger apps for great customer service.

How to ace your customer service through messenger apps? Here are some tips for it.

Tip 1: Mix automated messages and personalized communication.

The perk of many messenger apps, including Facebook Messenger, WhatsApp, and more, is that you can create automated messages — such as welcoming greetings, FAQs, and more. They can be truly useful in ensuring a basic level of friendly communication and issue resolving for your customers.

The trick, however, is to strike the right balance between automated messages and a personalized, human touch. On the surface, receiving useful information may be what a person needs — and gets through the automation. But there’s a whole other level of connecting with your brand that can happen if you provide personal treatment too. 

Tip 2: Use appointment reminders and follow-ups.

For many customers today, booking appointments online has become the norm. Boosting your customer service through messenger apps can be a piece of cake with automatic booking reminders and follow-ups. 

A number of platforms like Facebook (in particular, its appointment booking integration) allow brands to set up follow-ups for users who’ve made a booking. This saves your team a lot of time and effort — and is a useful feature that most customers appreciate.  

Tip 3: Employ canned messages.

Canned responses, like the ones you can find on Instagram Direct, can be a lifesaver for your brand’s customer service team. These ready-made messages are like FAQs — but in a user-friendly chat form. 

The great thing about canned responses is that they can speed up your customer service dramatically. Of course, they should always be used appropriately to avoid too much of a robot-like feeling for your customers. It’s a good idea also to make even canned messages personalized. 

Some of the typical canned messages you can use for your customer service include:

  • Confirming a technical issue and the time needed for fixing it.
  • Announcing the fixing of a technical issue.
  • Replying to refund requests.
  • Answering product feature requests. 
  • Offering apologies. 
  • Collecting customer feedback. 
Tip 4: Try out push notifications.

In Instagram and in other apps, you can use push notifications to stay informed about your profile activity on the go. This is how you can make sure you’ll always know when a user messages your brand or leaves a comment or mention.  

Make sure to enable push notifications on your mobile devices for the respective messaging apps — and ask your team to do the same if they’re on support duty. 

In some cases, you can use push notifications from social media scheduling to remind you when to publish Instagram posts too. 

You can also explore professional tools like our Engage that will organize all your messages coming from your social media channels in one inbox. And if you have a bigger team across different locations, it will help you collaborate with your teammates at ease.

Tip 5: Experiment with bots.

Similarly to canned responses, bots can be a great way to ensure quick replies on social media and messaging apps. AI-based chatbots, in particular, can fill in the gaps for providing 24/7 support that your team wouldn’t be able to do otherwise. 

Naturally, bots can’t replace human customer support staff. However, they can supply users with the basic information they may need at first. You can set up chatbots through Telegram, for example, to provide all-round support via the messaging app.   

That’s a wrap!

Messenger apps are a great channel to provide customer service — and they’re a place where people are anyway! 

With Falcon Listen | Powered by Brandwatch, you can get the right insights into what your customers are looking for online. Social listening will equip you with the knowledge to provide not only timely, but also adequate customer support and care. 

Want to try out Falcon for your social listening? You can request a demo today and get started.