Facebook Messenger

Facebook Messenger

Industry Average

86.1%

Are using Facebook messenger.

Prior Year Stats

2018: 87.6%

2017: 89.6%

Industry Notes

The industry has seen a 2% decline in the past year, contributing to the 4% decline over the past two years. 96% of iVET360 clients actively use Messenger.

The What:

In our increasingly digital age, having a platform where clients can easily reach you without having to speak—whether as a face-to-face or over the phone, is ideal. The chat feature in question is known as Facebook Messenger. While it’s perfectly set up for group chats or sharing Facebook posts with a friend, it is also perfect for individualized messages and quick conversations with businesses.

You can turn this feature on or off—having it off limits your lines of communication to your clients, yet some businesses prefer turning it off, so they can limit the number of platforms their front office utilizes. Having it turned on doesn’t necessarily mean you have to answer medical questions or respond to every single message. Rather, certain practices utilize Messenger to leave an auto response with their phone number or with a link to their website to make an appointment.

It’s likely that the mixed bag and added hassle of Facebook Messaging have played a large part in the past two years of declining industry usage, but the fact is, this feature can often do more good than bad. Having Messenger turned on doesn’t necessarily mean you have to answer medical questions or respond to every single message. In fact, some businesses, including many veterinary practices, will utilize Messenger by leaving an auto-response with their phone number or a link to make an appointment on their website, which both encourages clients to engage further and streamlines the points of contact that require maintenance.

All in all, by making your hospital available on Facebook Messenger, you open your practice to more conversations, which leads to more appointments—and your office staff doesn’t even have to keep up on it if you set up the automated message.

The Why:

Hospitals that utilized Facebook Messenger also saw an 11 percent increase in number of reviews/recommendations over those that did not.

The How:

How to set up or dismantle Messenger: As an admin of your hospital’s Facebook page, first look at the top of the page for the “Settings” button. From “General,” click on “Messages.” Here, you should see the statement, “Allow people to contact my page privately by showing the message button,” beside which is a box you can check or uncheck depending on your preference. Then, click to save changes.

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