Button it you! Fastening the gap between social media & business opportunities.

Written By: Andrew Hart
13 October 2016

Buttons - they're a bigger part of our lives than you may initially think. There are chocolate buttons, belly buttons, buttons on clothes, and even buttons on websites that help you perform certain actions.

On top of your typical "Buy It Now" variety on websites and apps, social media giants are stitching on buttons all over the place, and we can only see this as being a big win for customer service. There's the Facebook Messenger button (in one of a few different forms) and the Twitter DM button - both of which you can embed on your website. And then there's the Instagram Business "Contact" button in the app itself. All of these can be used as an alternative to the typical website-based methods that you use for people to contact your business, and they keep you up to date.

Now it’s time to for us to get the proverbial iron out and de-wrinkle the creases surrounding these buttons:

Facebook Messenger Button
I’m sure you’re all confident in using Facebook and its “Messenger” feature, or at the very least you’ll have heard of it. But, did you know that you can embed links, buttons and/or messenger boxes on your website, as in the examples below? These allow people to directly private-message your Facebook business page, without needing to find your page on Facebook separately, meaning the whole process is as smooth as possible. It’s a great alternative to the old ways of only really allowing for emails, or providing phone numbers for people on your website. Additionally, it’ll fit in with, and add to the utility of, those social icons you already have on your page.

Facebook currently has 3 versions that allow for this almost-seamless messaging directly from your website:

The first is a link that takes people to the applicable desktop/mobile messenger app (available for both personal profiles and page owners). For example:

Message us on Facebook

The second is a button that allows page owners (only) to receive messages from other Facebook users.

Message Us

The third is an embedded Messenger box, where people don’t even have to leave your webpage to message your Facebook page.

Messenger Box

Each have their own uses, and, although all of them essentially do the same job, you’ll probably know which one you’ll like to use from the above examples, based on how intrusive or obvious you want these to appear on your website.

Twitter Direct Message Button
The next button up (no pun intended) is for Twitter “Direct Messages” (DMs). This button allows you to add that extra privacy to your initial inbound tweets (by starting them privately, rather than publicly), whilst including the ease of sending people directly to your Twitter profile. There’s no need for them to exit your website, find out your exact Twitter handle and then tweet you directly from there.

Note - you may possibly need to enable DMs to be received from people who aren’t currently following you. Then just go to https://publish.twitter.com/#, scroll down to the “Twitter Buttons” option, choose the “Message Button” and simply input your account details.

Appearing similarly to the below, these buttons aren’t very intrusive to the user experience and are simple to create to boot:

Possibly more suited to mobile devices, where Twitter is likely to be installed already, the ease that this can provide is undeniable – especially compared with having to send an email.

Instagram Contact Button
Instagram has its own native “contact” button for business accounts. And, although the “contact” button isn’t directly embeddable onto your website, you’re more likely to get in-app messages from Instagram itself (due to the nature of having the content in front of you as you use the app), so there’d probably be no need anyway. And, unlike the Facebook and Twitter varieties, this is a button that’s currently only for use within Instagram itself. Its aim is to simplify emailing, phoning or physically finding your business, simplifying the purchasing funnel for your potential customers.

The button requires a maximum of 5 minutes of set up on your end, requiring you to input a phone number, email address and/or a physical location (or you can import them from your connected Facebook account for an easier time of it). But, after you’ve done this, people who click the “contact” button can directly contact you via the methods you’ve allowed your Instagram account access to.

Gnatta Official

Communication Without Limits
These buttons all provide customers with more options that, in the modern world, unfasten the boundaries between businesses and people. They let customers contact you in the ways that they feel most comfortable using, and they break the seams that often separate social media and websites.

This all results in happier customers, which has a higher chance of creating more sales for you - whether it’s from brand new faces, or from happy returning customers because you’ve adapted to the times and kept up with the popular and easy ways to communicate.

The Extra Frills
There’s an added bonus to all of the above buttons too - extra frills, if you will - they’re all free and relatively easy to implement.

The Facebook and Twitter buttons may require a small bit of coding knowledge (which your website developer should be able to do for you), but other than that, all you really need is access to the pages/accounts you want to connect to.

As you can probably tell from the Instagram snapshot (above), we’ve just created the account (we restarted our account as part of our recent social media revamp). What you might not be able to tell is that it took 5 minutes to go from no account, to a new account, to a fully-contactable business account.

Buttoning (and then unbuttoning) your social media, website and customer service has never been this easy. The ironic part is that you have to add the buttons first before you can bare your company to the world. Actually, that’s not ironic, that’s how buttons work.

On top of our love of buttons – have we said “buttons” enough in this blog? – we can pick up and connect all messages from customers from wherever they may be. Whether they contact us through Facebook Messenger, Twitter Direct Messages, Instagram or email (or a number of other channels), we can fasten the gaps that have kept customer service divided for so long. Gnatta allows businesses of all sizes to listen and engage with their customers on an individual basis via one single interface. The number of ways customers can contact you is expanding quicker than ever before, not only can you respond to everything from within Gnatta, but Gnatta actively helps the operator follow the customer through their experience, giving you a better picture of what the customer wants. Gnatta helps you give them faster, better and more informed responses across communication channels, reacting to tweets, Facebook messages, SMS messages, email, marketplace and review sites. Gnatta also provides a comprehensive suite of analytics giving users a greater understanding of what their customers are saying about them. If you would like more information about Gnatta, please contact Jack Barmby, CEO jack@gnatta.com or by telephone (07775967300). Or for any press enquires, contact elena@gnatta.com or by telephone (07928671011) Sign up and get to know us!