A how-to guide for Facebook Messenger CRM in Malaysia

Many businesses in Malaysia are implementing social CRM integrations as a tactical revenue-driving strategy to convert prospects into loyal repeat customers. An omnichannel social CRM like SleekFlow makes it easy for businesses to manage their conversations with customers by integrating popular social media apps, including WhatsApp, Facebook Messenger, Instagram, Telegram, etc. with e-commerce platforms such as Shopify, Magento, Salesforce Commerce cloud, etc. 

Research shows that 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. We know that quick and reliable communication is what keeps customers satisfied. 

That’s why SleekFlow’s all-in-one platform enables you to connect Facebook Messenger with CRM integrations. As a merchant, you can utilize a comprehensive suite of smart tools, such as Automation, Campaign, and Analytics, to understand who your customers are, then develop strategies that bring recurring value to your business. 

By consolidating useful data at your fingertips in one platform, SleekFlow saves your business time and money by automating your workflow journey, whilst increasing your brand’s digital presence on the world’s most popular social network by engaging customers on a personal level instantly. 

In this article, we’re going to tell you how to leverage your CRM with Facebook Messenger integration for boosting sales in Malaysia. Let’s get started. 

Benefits of using Facebook Messenger CRM for businesses in Malaysia

Why should businesses in Malaysia consider Facebook Messenger to help with CRM? The answer is two-fold. 

Firstly, Malaysia is currently the largest e-commerce market in Southeast Asia, a region that has the fastest digital sales growth in the world. E-commerce sales in SEA is estimated to total over $90 billion dollars in 2022 and surpass $100 billion by next year. 

Source: Insider Intelligence

The second reason is that Facebook Messenger is one of the world’s most widely used messaging apps with 1.3B monthly active users. 

What better way to engage customers - who highly value a convenient and seamless shopping experience - than their favourite social messaging app?

Compounded by the fact that social commerce is becoming the norm for retailers and consumers, businesses can reach billions of Facebook users, generate sales, and grow their business in Malaysia, Southeast Asia and beyond. 

Here are three major benefits for managing employees and customers of CRM Facebook Messenger integration:

Save time and money on data uploading or migration

Credit: Photo by Karolina Grabowska on Pexels

Say goodbye to the days of manually downloading Facebook leads and uploading the spreadsheet separately to your CRM. 

When your CRM can access Facebook, your leads will automatically be managed through your CRM in real-time. You will have increased visibility of your contacts and customer preferences on SleekFlow’s platform, so that you can create more personalised campaigns that appeal to your target customers. 

Within a short period of time, you are able to create a strong connection with your customer than manifests into brand loyalty, driving repeated purchases and engagement in the future.

Enhance customer experience by providing instant support on Facebook Messenger

When customers reach out to your Facebook Business Page, they are expecting a quick response. 

And by quick, I mean within 10 minutes. 

Seriously, HubSpot Research shows that 90% of customers rate an “immediate” response as important or very important when they have a customer service question. 60% of customers define “immediate” as 10 minutes or less. 

Source: Hubspot Research

Facebook Messenger allows your business to directly respond to your customer, provide updates, and follow up actions within one chat platform. SleekFlow’s Automation tools guarantee a highly personalised response, can send abandoned cart reminders, and broadcast seasonal promotions. 

From product discovery to purchase, the entire customer journey happens within Facebook’s app, offering your customers the smooth commerce journey that they expected - the kind that keeps them returning for more purchases in the future.

Get to know your customers’ buying preferences and interests

Credit: Photo by cottonbro by Pexels

The data gathered from your interaction with customers on Facebook can help you understand your target audience’s demographics and customer behaviour. 

On average, Messenger reports an 88% open rate and 56% click-through rate. This means that the chances of you finding out what your customer is looking for is very high. 

Without having to spend too much effort or money, you can easily identify prospects, guide them through the sales funnel and complete the sale within Messenger, and send supplementary product catalogues and information via Messenger to build brand loyalty. 

See how Kiehl’s, Tesco, and Pizza Hut Malaysia generates high return using CRM for Facebook Messenger.

Keep your customer data organised and in one place with our CRM and Facebook Messenger integration

When asking people why they’re so into online shopping, the answer is usually because it’s fast, convenient and you can get exactly what you’re looking for within a few clicks. 

If your business is active on various social media and e-commerce platforms, which you most likely are, you’ll save a lot of time by keeping customer data organised and accessible in one place. 

This is where SleekFlow’s integrations and channels come in handy. SleekFlow Channels include: 

• Facebook Messenger 

• WhatsApp Business

• Instagram Business

• WeChat Official 

• LINE Business 

• Telegram 

• Viber 

• SMS

• Live Chat Widget

SleekFlow Integrations include: 

• Facebook Lead Ad

• Facebook Post Replies

• Instagram Post Replies

• API Documentation

• Zapier

• Integromat

• Shopify

Here’s a pro tip to level up your Facebook business strategy: 

Set up a lead generation campaign in Facebook Ads Manager and qualify leads by sending automated questions via Messenger. You can create an ad that automates lead collection by directing the user to Messenger so your business can engage in conversations with people who demonstrated interest in your product or service. 

Since SleekFlow integrates all the customer data across channels in one platform, you can segment and prioritise highly qualified leads and create re-targeting Facebook Ads that are tailored more fittingly to your customer preferences, increasing their likelihood of checking out. 

Learn more about Lead Generation Hack: Facebook Lead Ads in our blog. 

How easy it is to connect Facebook Messenger to CRM for your business

Wondering how you can integrate your Facebook Messenger to SleekFlow CRM for free? We’ve got you covered. 

Setting up Facebook

First things first, connect Facebook Messenger (make sure you have access to your Facebook business page) to SleekFlow and prepare the following: 

• A Facebook account 

• A Facebook Page to link to the SleekFlow platform 

When a visitor sends you a message on Facebook, it will show up in your SleekFlow Inbox. 

Connect to SleekFlow 

1. Navigate to Channels. Click the “Add” button next to “Facebook.”

2. Click the “Install” button, and the system will take you to Facebook to grant permissions. 

3. Continue with your Facebook Profile. If you have not signed in yet, please enter your Facebook log-in credentials to continue. 

4. Select the Facebook page that you would like to connect to SleekFlow.

5. Click “Done” after checking all the permissions are granted. 

6. Click “OK” to finish the authorisation process. 

7. Congratulations! You have successfully integrated your SleekFlow account to Facebook. 

Sync Facebook History

• Click “Action” > “Sync History” to sync your existing contacts and conversations from your Facebook page. 

Done! From this point onwards, all future messages sent to your Facebook page will appear on the SleekFlow platform. Note: SleekFlow will first load your TEN latest conversations to the platform. Please wait while the conversations start loading in the inbox. 

Manage and track customer interactions on Facebook Messenger with SleekFlow

Whilst Facebook’s smart tools are undeniably powerful, SleekFlow can help you achieve even more results by leveraging the data across various channels. 

SleekFlow’s all-in-one Inbox merges popular social media channels to one platform, which gives sales representatives a centralised location to access customer data. No matter which channel your customer prefers, your team can streamline work processes by auto-assigning conversations to colleagues for immediate assistance. 

Consequently, customers can receive support from the right person in your team without having to be redirected to a different business account. 

We understand how important it is to cater to the needs of different businesses, which is why we have expanded our solutions to improve the efficiency of various industries. 

Boost sales growth for retail O2O

Our retail O2O solution focuses on driving sales growth in-store and online. Key features include: 

• Get paid on messaging by sharing in-app product catalogue and in-chat payment link

• Intelligent conversation routing to auto-assign tasks or conversations to specific staff

• Code-free e-commerce integration for hassle-free management 

• Track online to offline (across stores) sales and marketing conversion with advanced dashboard analytics 

Drive conversions for your e-commerce stores

Our e-commerce solution focuses on boosting sales and enhancing customer support. Key features include: 

• Sync your e-commerce platform (i.e. Shopify) and share payment links and product catalogues in-chat

• Plug in our widget into your e-commerce website with automated personalised messages

• Create scalable and targeted broadcast campaigns to re-engage customers 

• Real-time social commerce sales analysis to gain visibility on how conversational commerce drives your business 

Motivate student recruitment in the education industry

Our education solution focuses on fostering meaningful relationships between educators, students and parents by providing seamless support. Key features include: 

• Boost higher open rates by integrating WhatsApp, Facebook Messenger, and other popular chat apps

• Hybrid chatbot to segment large volumes of contacts, qualify leads, and broadcast campaigns for latest homework information

• Multiple users can answer the same student’s questions using the collaborator function 

Build long-lasting relationships in the beauty, medical, and wellness industries

Our beauty, medical, wellness solution focuses on streamlining customer support and managing appointments efficiently. Key features include: 

• Set auto replies for promotional campaigns on Facebook and Instagram 

• Boost sales by sending products or services catalogues and collecting payment from customers instantly in chat 

• Automate booking confirmations on WhatsApp and handle reschedules and cancellation easily and accurately