{"id":23900,"date":"2025-06-05T12:21:14","date_gmt":"2025-06-05T05:21:14","guid":{"rendered":"https:\/\/dps.media\/10-mau-tin-nhan-tu-dong-tren-messenger-facebook-hieu-qua\/"},"modified":"2025-06-05T12:21:21","modified_gmt":"2025-06-05T05:21:21","slug":"10-effective-automatic-message-templates-on-facebook-messenger","status":"publish","type":"post","link":"https:\/\/dps.media\/en\/10-effective-automatic-message-templates-on-facebook-messenger\/","title":{"rendered":"10 effective automated message templates on Facebook Messenger"},"content":{"rendered":"<?xml encoding=\"utf-8\" ?><p> An effective automated message on Messenger not only saves 60% of customer care time but also helps businesses retain customers from the very first interaction. <strong>With over 70% of customers expecting a response within 5 minutes (according to Facebook IQ), optimizing message scripts is vital for SMEs on digital platforms.<\/strong> <em>If you run an online business, missing out on message automation means losing your competitive edge right in the customer conversion race.<\/em><\/p><p>At DPS.MEDIA, after working with more than 300 SMEs in Vietnam, we found that businesses with personalized automated messaging systems can increase response rates and orders by up to 35%. <strong>10 m\u1eabu tin nh\u1eafn d\u01b0\u1edbi \u0111\u00e2y l\u00e0 k\u1ebft tinh th\u1ef1c ti\u1ec5n t\u1eeb h\u00e0ng ng\u00e0n k\u1ecbch b\u1ea3n th\u1eed nghi\u1ec7m \u2013 \u0111\u1ea3m b\u1ea3o d\u1ec5 tri\u1ec3n khai, hi\u1ec7u qu\u1ea3 t\u1ee9c th\u00ec v\u00e0 ph\u00f9 h\u1ee3p h\u1ea7u h\u1ebft l\u0129nh v\u1ef1c.<\/strong> <em>B\u1ea1n s\u1ebd c\u00f3 ngay nh\u1eefng m\u1eabu s\u1eb5n s\u00e0ng s\u1eed d\u1ee5ng, kh\u00f4ng c\u1ea7n d\u00f2 d\u1eabm t\u1eebng c\u00e2u ch\u1eef \u2013 d\u01b0 th\u1eddi gian t\u1eadp trung v\u00e0o nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c l\u1edbn h\u01a1n.<\/em><\/p><p>Investing in content for automated messages helps businesses build a professional image, enhance customer experience, and automate the sales process at almost zero cost. <strong>V\u1edbi danh s\u00e1ch m\u1eabu tin nh\u1eafn sau, m\u1ed7i tin \u0111\u1ec1u \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf \u0111\u1ec3 \u201cch\u1ea1m\u201d \u0111\u00fang m\u1ee5c ti\u00eau: t\u1eeb ch\u00e0o h\u1ecfi, ch\u0103m s\u00f3c, nh\u1eafc \u0111\u01a1n, \u0111\u1ebfn ch\u1ed1t \u0111\u01a1n \u2013 t\u1ea5t c\u1ea3 \u0111\u1ec1u d\u1ef1a tr\u00ean d\u1eef li\u1ec7u th\u1ef1c t\u1ebf h\u00e0nh vi kh\u00e1ch h\u00e0ng Vi\u1ec7t.<\/strong><br><img decoding=\"async\" class=\"kimage_class\" src=\"https:\/\/dps.media\/wp-content\/uploads\/2025\/06\/k.orca.jpg\" alt=\"harnessing the power of automated messages in customer care strategies for SMEs\" title=\"\"><\/p><h2 id=\"khai-thac-suc-manh-cua-tin-nhan-tu-dong-trong-chien-luoc-cham-soc-khach-hang-cho-smes\">Harnessing the power of automated messages in customer care strategies for SMEs<\/h2><h3>Decoding the benefits of automated messages in customer experience for SMEs<\/h3><p><strong>DPS.MEDIA finds that, in the context of SMEs having to compete fiercely on digital platforms, the application of <em>automated messaging<\/em> has become a key to customer care strategies. Research from Harvard Business Review (2023) also proves that speed and personalization in responses are two factors that increase the conversion rate of potential customers by 60%. This technology also reduces operational burdens, allowing businesses to optimize resources and more accurately forecast customer behavior.<\/strong><\/p><ul style=\"list-style-type: disc; margin-left: 1.5em;\">\n<li><strong>T\u1ea1o c\u1ea3m gi\u00e1c \u201clu\u00f4n hi\u1ec7n di\u1ec7n\u201d:<\/strong> 24\/7 replies help SMEs not miss any conversation, while also increasing customer satisfaction.<\/li>\n<li><strong>Personalize communication:<\/strong> Automated messages are easily customizable <strong>Decoding the benefits of automated messages in customer experience for SMEs<\/strong>\n<p>Trong b\u1ed1i c\u1ea3nh c\u1ea1nh tranh kh\u1ed1c li\u1ec7t tr\u00ean n\u1ec1n t\u1ea3ng s\u1ed1,SMEs (doanh nghi\u1ec7p nh\u1ecf v\u00e0 v\u1eeba) \u0111\u1eb7c bi\u1ec7t c\u1ea7n c\u00e1c gi\u1ea3i ph\u00e1p gi\u00fap ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n m\u00e0 v\u1eabn ti\u1ebft ki\u1ec7m ngu\u1ed3n l\u1ef1c. Tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng (automated messaging) ch\u00ednh l\u00e0 \u201cv\u0169 kh\u00ed\u201d m\u1edbi gi\u00fap SMEs b\u1ee9t ph\u00e1 v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<\/p>\n<p><strong>Outstanding benefits of automated messaging for SMEs:<\/strong><\/p>\n<ol>\n<li><strong>T\u1ea1o c\u1ea3m gi\u00e1c \u201clu\u00f4n hi\u1ec7n di\u1ec7n\u201d<\/strong>  <\/li>\n<p>\n<\/p><\/ol>\n<p><\/p>\n<p>   Automated messages ensure businesses can respond to customers 24\/7. This not only helps avoid missing any conversation but also builds a professional and trustworthy image, thereby increasing customer satisfaction and loyalty.<\/p>\n<ol>\n<li><strong>Accelerate response speed, maximize conversions<\/strong>  <\/li>\n<p>\n<\/p><\/ol>\n<p><\/p>\n<p>   According to Harvard Business Review (2023), fast response times and personalized messaging can increase lead conversion rates by up to 60%. <a href=\"https:\/\/hbr.org\/2023\/02\/ai-and-the-art-of-customer-engagement\" rel=\"nofollow noopener\" target=\"_blank\">Harvard Business Review<\/a>. Automated messaging solutions eliminate delays and create a positive impression from the very first interaction.<\/p>\n<ol>\n<li><strong>Personalize communication<\/strong>  <\/li>\n<p>\n<\/p><\/ol>\n<p><\/p>\n<p>   Modern automated messages can analyze user behavior to deliver personalized content, from greetings and product promotions to post-sale support, thereby enhancing the customer experience at every touchpoint.<\/p>\n<ol>\n<li><strong>Reduce operational workload, optimize costs<\/strong>  <\/li>\n<p>\n<\/p><\/ol>\n<p><\/p>\n<p>   SMEs often have limited customer service staff. Using automated messaging helps reduce the workload for the consulting team, saves operating costs, and still ensures service quality for customers.<\/p>\n<ol>\n<li><strong>D\u1ef1 b\u00e1o & ph\u00e2n t\u00edch hi\u1ec7u qu\u1ea3 h\u01a1n<\/strong>  <\/li>\n<p>\n<\/p><\/ol>\n<p><\/p>\n<p>   Automated messages easily integrate with analytics tools, helping businesses track customer behavior and responses, thereby making demand forecasts and adjusting business strategies more accurately.<\/p>\n<p><strong>Summary:<\/strong>  <\/p>\n<p>Vi\u1ec7c \u1ee9ng d\u1ee5ng tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng kh\u00f4ng ch\u1ec9 gi\u00fap SMEs \u201cch\u0103m kh\u00e1ch\u201d t\u1ed1t h\u01a1n, chuy\u00ean nghi\u1ec7p h\u01a1n m\u00e0 c\u00f2n l\u00e0 n\u1ec1n t\u1ea3ng cho nh\u1eefng b\u01b0\u1edbc ph\u00e1t tri\u1ec3n \u0111\u1ed9t ph\u00e1 trong t\u01b0\u01a1ng lai s\u1ed1 h\u00f3a doanh nghi\u1ec7p. \u0110\u00e2y l\u00e0 \u0111\u1ea7u t\u01b0 x\u1ee9ng \u0111\u00e1ng cho b\u1ea5t c\u1ee9 doanh nghi\u1ec7p nh\u1ecf v\u00e0 v\u1eeba n\u00e0o mu\u1ed1n t\u1ea1o l\u1ee3i th\u1ebf c\u1ea1nh tranh b\u1ec1n v\u1eefng tr\u00ean th\u1ecb tr\u01b0\u1eddng hi\u1ec7n \u0111\u1ea1i <a href=\"https:\/\/hbr.org\/2023\/02\/ai-and-the-art-of-customer-engagement\" rel=\"nofollow noopener\" target=\"_blank\">Harvard Business Review<\/a>.<br><img decoding=\"async\" class=\"kimage_class\" src=\"https:\/\/dps.media\/wp-content\/uploads\/2025\/06\/hone-2.jpg\" alt=\"Content considerations for automated messages to effectively lead conversations\" title=\"\"><\/p>\n<h2 id=\"nhung-luu-y-ve-noi-dung-de-tin-nhan-tu-dong-dan-dat-cuoc-hoi-thoai-hieu-qua\">Content considerations for automated messages to effectively lead conversations<\/h2>\n<h3 style=\"color:#2E4053;\">Concise, personalized, and goal-oriented<\/h3>\n<p><b>Based on practical experience from hundreds of campaigns for SMEs in Vietnam, DPS.MEDIA has found that the most effective automated messages always have three elements: conciseness, personalization, and clear action orientation.<\/b> A study published in the Journal of Interactive Marketing (2023) shows that short content <i>(under 160 characters)<\/i> but with personalized elements will increase response rates by 34%. Avoid generic, dry message templates; instead, you should integrate the customer's name or mention specific needs they may be interested in.<\/p>\n<ul style=\"margin-left:20px;\">\n<li><b>Focus on value delivery:<\/b> Avoid sending lengthy introductions, get straight to the issue the customer needs to solve.<\/li>\n<li><b>Proactively offer choices to customers:<\/b> K\u1ebft th\u00fac tin nh\u1eafn b\u1eb1ng m\u1ed9t l\u1eddi k\u00eau g\u1ecdi h\u00e0nh \u0111\u1ed9ng r\u00f5 r\u00e0ng, nh\u01b0 \u201cB\u1ea5m \u0111\u1ec3 nh\u1eadn \u01b0u \u0111\u00e3i\u201d ho\u1eb7c \u201ctr\u1ea3 l\u1eddi \u2018\u0110\u1ed3ng \u00fd\u2019 n\u1ebfu b\u1ea1n mu\u1ed1n t\u01b0 v\u1ea5n ngay\u201d.<\/li>\n<p><\/p>\n<li><b>A\/B testing and experimentation:<\/b> Regularly evaluate the effectiveness of message templates and optimize based on actual customer feedback.<\/li>\n<p>\n<\/p><\/ul>\n<p><b>Conclusion:<\/b> Sending a concise, personalized message with a call to action will help businesses optimize response rates and increase conversions in automated marketing campaigns.<\/p>\n<p><img decoding=\"async\" class=\"kimage_class\" src=\"https:\/\/dps.media\/wp-content\/uploads\/2025\/06\/288029.jpg\" alt=\"categorizing automated message templates by each stage in the customer journey\" title=\"\"><\/p>\n<h2 id=\"phan-loai-mau-tin-nhan-tu-dong-theo-tung-giai-doan-trong-hanh-trinh-khach-hang\">Classifying automated message templates by each stage of the customer journey<\/h2>\n<h3>Three main groups of automated message templates according to the customer journey<\/h3>\n<p><strong>D\u1ef1a tr\u00ean m\u00f4 h\u00ecnh \u201cCustomer Journey\u201d c\u1ee7a <em>McKinsey<\/em>, DPS.MEDIA ph\u00e2n lo\u1ea1i c\u00e1c m\u1eabu tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng th\u00e0nh ba giai \u0111o\u1ea1n then ch\u1ed1t: Nh\u1eadn bi\u1ebft \u2013 C\u00e2n nh\u1eafc \u2013 Chuy\u1ec3n \u0111\u1ed5i & Ch\u0103m s\u00f3c. M\u1ed7i giai \u0111o\u1ea1n \u0111\u00f2i h\u1ecfi c\u00e1ch ti\u1ebfp c\u1eadn v\u00e0 n\u1ed9i dung kh\u00e1c bi\u1ec7t \u0111\u1ec3 t\u1ed1i \u01b0u hi\u1ec7u qu\u1ea3 t\u01b0\u01a1ng t\u00e1c.<\/strong><\/p>\n<ul style=\"margin-left: 18px;\">\n<li><strong>Awareness:<\/strong> M\u1eabu ch\u00e0o m\u1eebng, th\u00f4ng b\u00e1o \u01b0u \u0111\u00e3i m\u1edbi ho\u1eb7c m\u1eddi tham kh\u1ea3o ki\u1ebfn th\u1ee9c \u2013 gi\u00fap kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng nh\u1eadn ra th\u01b0\u01a1ng hi\u1ec7u v\u00e0 ti\u1ebfp c\u1eadn th\u00f4ng tin gi\u00e1 tr\u1ecb, v\u00ed d\u1ee5: \u201cCh\u00e0o m\u1eebng b\u1ea1n \u0111\u1ebfn v\u1edbi th\u1ebf gi\u1edbi l\u00e0m \u0111\u1eb9p to\u00e0n di\u1ec7n c\u00f9ng DPS Beauty!\u201d<\/li>\n<li><strong>Consider:<\/strong> Automated consultation based on needs, product selection, or service package recommendations with real feedback (evidence, review images). A case study shows that Techstartup A in Ho Chi Minh City increased by 35% <strong>Three main groups of automated message templates according to the customer journey<\/strong>\n<p>D\u1ef1a v\u00e0o m\u00f4 h\u00ecnh \u201cCustomer Journey\u201d c\u1ee7a McKinsey, DPS.MEDIA chia h\u1ec7 th\u1ed1ng tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng th\u00e0nh ba nh\u00f3m ch\u00ednh, ph\u00f9 h\u1ee3p v\u1edbi t\u1eebng giai \u0111o\u1ea1n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng:<\/p>\n<hr>\n<h3>1.<strong>Awareness stage<\/strong><\/h3>\n<p>\n<strong>Goals:<\/strong> Introduce the brand, products\/services, and create a first impression.<\/p>\n<ul>\n<li><strong>Message template:<\/strong>  <\/li>\n<p>\n<\/p><\/ul>\n<p><\/p>\n<p>  \u201cCh\u00e0o m\u1eebng b\u1ea1n \u0111\u1ebfn v\u1edbi th\u1ebf gi\u1edbi l\u00e0m \u0111\u1eb9p to\u00e0n di\u1ec7n c\u00f9ng DPS Beauty! Theo d\u00f5i fanpage \u0111\u1ec3 c\u1eadp nh\u1eadt \u01b0u \u0111\u00e3i m\u1edbi nh\u1ea5t.\u201d<\/p>\n<ul>\n<li><strong>Application:<\/strong>  <\/li>\n<p>\n<\/p><\/ul>\n<p>\n  <em>Welcome after registration\/page like, send notifications about events, new programs, share useful knowledge.<\/em><\/p>\n<hr>\n<h3>2. <strong>Consideration Stage<\/strong><\/h3>\n<p>\n<strong>Goals:<\/strong> Help customers better understand the product, build trust, and encourage decision-making.<\/p>\n<ul>\n<li><strong>Message template:<\/strong>  <\/li>\n<p>\n<\/p><\/ul>\n<p><\/p>\n<p>  \u201cB\u1ea1n \u0111ang quan t\u00e2m \u0111\u1ebfn li\u1ec7u tr\u00ecnh ch\u0103m s\u00f3c da? H\u00e3y tham kh\u1ea3o feedback t\u1eeb kh\u00e1ch h\u00e0ng th\u1eadt c\u1ee7a DPS Beauty ho\u1eb7c chat v\u1edbi chuy\u00ean gia!\u201d<\/p>\n<ul>\n<li><strong>Application:<\/strong>  <\/li>\n<p>\n<\/p><\/ul>\n<p>\n  <em>Automated consultation by keyword, send real reviews\/images, suggest suitable products\/services, remind about vouchers about to expire.<\/em>  <br>\n  <em>A real example:<\/em> Techstartup A in Ho Chi Minh City applied this message group and increased purchase intent conversion rate by 35%.<\/p>\n<hr>\n<h3>3. <strong>Giai \u0111o\u1ea1n Chuy\u1ec3n \u0111\u1ed5i & Ch\u0103m s\u00f3c<\/strong><\/h3>\n<p>\n<strong>Goals:<\/strong> Promote purchases, maintain connections, and provide after-sales care.<\/p>\n<ul>\n<li><strong>Message template:<\/strong>  <\/li>\n<p>\n<\/p><\/ul>\n<p><\/p>\n<p>  \u201cC\u1ea3m \u01a1n b\u1ea1n \u0111\u00e3 l\u1ef1a ch\u1ecdn DPS Beauty! \u0110\u01a1n h\u00e0ng #1234 s\u1ebd \u0111\u01b0\u1ee3c giao s\u1edbm. \u0110\u1eebng qu\u00ean tham d\u1ef1 workshop ch\u0103m s\u00f3c da mi\u1ec5n ph\u00ed d\u00e0nh ri\u00eang cho kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft!\u201d<\/p>\n<ul>\n<li><strong>Application:<\/strong>  <\/li>\n<p>\n<\/p><\/ul>\n<p>\n  <em>Send order confirmation, thank you messages, delivery schedule notifications, satisfaction surveys, repurchase reminders, member benefit updates, and post-purchase customer care.<\/em><\/p>\n<hr>\n<p><strong>Conclusion:<\/strong>  <\/p>\n<p>Vi\u1ec7c x\u00e2y d\u1ef1ng m\u1eabu tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng s\u00e1t t\u1eebng giai \u0111o\u1ea1n \u201ch\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng\u201d s\u1ebd gi\u00fap th\u01b0\u01a1ng hi\u1ec7u t\u1ed1i \u01b0u h\u00f3a hi\u1ec7u su\u1ea5t ti\u1ebfp c\u1eadn, t\u0103ng t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i v\u00e0 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng.<br><img decoding=\"async\" class=\"kimage_class\" src=\"https:\/\/dps.media\/wp-content\/uploads\/2025\/06\/hone-3.jpg\" alt=\"Optimizing response rates through personalized message content\" title=\"\"><\/p>\n<h2 id=\"toi-uu-hoa-ty-le-phan-hoi-nho-ca-nhan-hoa-noi-dung-tin-nhan\">Optimizing response rates through personalized message content<\/h2>\n<h3>The role of personalization in increasing response rates<\/h3>\n<p>  Studies from <strong>Harvard Business Review<\/strong> indicates that personalized messages can increase response rates by up to 65%. According to DPS.MEDIA, with automated messages on Messenger, addressing customers by name and suggesting products based on purchase history, <a href=\"https:\/\/dps.media\/en\/advertising-service\/\" rel=\"nofollow\">or sending birthday offers not only makes customers feel cared for but also creates a stronger motivation to interact.<\/a>.\n<\/p>\n<ul>\n<li><strong>Personalization based on real data:<\/strong> S\u1eed d\u1ee5ng th\u00f4ng tin thu th\u1eadp t\u1eeb c\u00e1c \u0111i\u1ec3m ch\u1ea1m (touchpoint) gi\u00fap n\u1ed9i dung tr\u1edf n\u00ean g\u1ea7n g\u0169i, gi\u1ea3m c\u1ea3m gi\u00e1c \u201ctin nh\u1eafn h\u00e0ng lo\u1ea1t\u201d.<\/li>\n<li><strong>Smart suggestion consulting:<\/strong> Send personalized care scripts to customer groups, for example: reorder reminders for repeat buyers or post-purchase feedback surveys.<\/li>\n<li><strong>Flexible sending time:<\/strong> Prioritize sending messages when customers are frequently online, based on behavior.<br>\n<h3>The role of personalization in increasing response rates<\/h3>\n<p><\/p>\n<p><\/p>\n<p>  Personalization is becoming a key trend in modern marketing campaigns and plays a crucial role in increasing customer response rates. According to <strong>Harvard Business Review<\/strong>,personalized messages can increase response rates by up to 65%, clearly proving that customers who feel cared for will proactively interact more positively with businesses. In addition, reports from DPS.MEDIA also confirm that factors such as addressing customers by name, suggesting products based on purchase history, or sending birthday offers all contribute to strong engagement on automated platforms like Messenger.\n<\/p>\n<ul>\n<li><strong>Personalization based on real data:<\/strong> Vi\u1ec7c t\u1eadn d\u1ee5ng d\u1eef li\u1ec7u thu th\u1eadp t\u1eeb c\u00e1c \u0111i\u1ec3m ch\u1ea1m (touchpoint) gi\u00fap doanh nghi\u1ec7p x\u00e2y d\u1ef1ng n\u1ed9i dung g\u1ea7n g\u0169i h\u01a1n,gi\u1ea3m c\u1ea3m gi\u00e1c v\u1ec1 c\u00e1c tin nh\u1eafn \u201cspam\u201d h\u00e0ng lo\u1ea1t,t\u1eeb \u0111\u00f3 kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y n\u1ed9i dung \u0111\u00f3 d\u00e0nh ri\u00eang cho m\u00ecnh.<\/li>\n<p><\/p>\n<li><strong>Smart suggestion consulting:<\/strong> Automated systems can send separate care scripts to each customer group, for example: reminding repeat buyers to reorder, or conducting post-purchase service feedback surveys.<\/li>\n<p><\/p>\n<li><strong>Flexible sending time:<\/strong> Analyzing customer access behavior helps choose the right time to send personalized notifications, prioritizing times when customers are online to increase the chance of immediate response.<\/li>\n<p>\n<\/p><\/ul>\n<p><\/p>\n<p>  In summary, <a href=\"https:\/\/dps.media\/en\/\" rel=\"nofollow\">personalization not only provides a better experience for each customer but also helps businesses improve communication effectiveness and significantly increase revenue.<\/a>. The latest studies all indicate that this is one of the optimal strategies to increase response rates and build long-term relationships with customers. <span style=\"font-style:italic;\">[Harvard Business Review, DPS.MEDIA]<\/span>.\n<\/p>\n<p><strong>Reference:<\/strong>  <\/p>\n<ul>\n<li><a href=\"https:\/\/www.researchgate.net\/publication\/379492266<em>Personalized<\/em>advertising<em>on<\/em>the<em>Tiktok<\/em>platform<em>and<\/em>consumer<em>purchase<\/em>intention%E2%80%9D>personalized%20advertising%20on%20the%20Tiktok%20platform%20and%20consumer%20purchase%20intention<\/a><\/li>%0A<p><\/p>%0A<li><a%20href=\" https: rel=\"nofollow noopener\" target=\"_blank\">DPS.MEDIA \u2013 T\u00e1c \u0111\u1ed9ng c\u00e1 nh\u00e2n h\u00f3a trong t\u1ef1 \u0111\u1ed9ng h\u00f3a Marketing<\/a>  <\/li>\n<p><\/p>\n<li><a href=\"https:\/\/hbr.org\/2020\/02\/how-marketers-can-personalize-at-scale\" rel=\"nofollow noopener\" target=\"_blank\">Harvard Business Review \u2013 How Marketers Can Personalize at Scale<\/a><\/li>\n<p>\n<\/p><\/ul>\n<p><img decoding=\"async\" class=\"kimage_class\" src=\"https:\/\/dps.media\/wp-content\/uploads\/2025\/06\/_L-min.jpg\" alt=\"Building scenarios to handle common situations with automated messages\" title=\"\"><\/p>\n<h2 id=\"xay-dung-kich-ban-xu-ly-tinh-huong-pho-bien-voi-tin-nhan-tu-dong\">Building scenarios to handle common situations with automated messages<\/h2>\n<h3 style=\"font-weight:bold;\">Automated scenarios for effectively handling customer responses<\/h3>\n<p>For Vietnamese SMEs, building scenarios to handle common situations along with automated messages on Messenger not only saves time but also enhances customer experience quality. DPS.MEDIA observes from Meta and McKinsey (2023) surveys that businesses applying personalized automated scenarios can increase conversion rates by up to 1.7 times. Common situations such as customers asking for product information, order updates, quick complaint handling... can all be solved with specially designed message templates that are highly interactive and consistent with the brand.<\/p>\n<ul style=\"margin-left: 24px;\">\n<li><b>Automatic greeting:<\/b> Send a personalized greeting as soon as the customer messages for the first time.<\/li>\n<li><b>Product consultation:<\/b> Ask prompting questions to identify customer needs and automatically suggest suitable options.<\/li>\n<h3 style=\"font-weight:bold;\">Automated scenarios for effectively handling customer responses (Continued)<\/h3>\n<ul style=\"margin-left: 24px;\">\n<li><b>Order status update:<\/b> allow customers to quickly check order status using a simple syntax or automatic link, saving time waiting for manual responses.<\/li>\n<p><\/p>\n<li><b>X\u1eed l\u00fd khi\u1ebfu n\u1ea1i & h\u1ed7 tr\u1ee3:<\/b> Thi\u1ebft l\u1eadp m\u1eabu tin nh\u1eafn nh\u1eadn di\u1ec7n khi\u1ebfu n\u1ea1i (t\u1eeb kh\u00f3a: \u201cl\u1ed7i\u201d, \u201cch\u1eadm\u201d, \u201ckh\u00f4ng nh\u1eadn \u0111\u01b0\u1ee3c\u201d\u2026), ch\u1ee7 \u0111\u1ed9ng xin l\u1ed7i v\u00e0 y\u00eau c\u1ea7u th\u00f4ng tin b\u1ed5 sung, \u0111\u1ed3ng th\u1eddi t\u1ea1o phi\u1ebfu h\u1ed7 tr\u1ee3 t\u1ef1 \u0111\u1ed9ng chuy\u1ec3n cho nh\u00e2n vi\u00ean ph\u00f9 h\u1ee3p.<\/li>\n<p><\/p>\n<li><b>Post-purchase care:<\/b> Send thank you messages, usage instructions, or exclusive discount codes for customers, increasing loyalty and encouraging repeat purchases.<\/li>\n<p><\/p>\n<li><b>short satisfaction survey:<\/b> After handling the request, automatically send a survey link with 1-3 questions to help businesses improve service quality based on actual feedback.<\/li>\n<p>\n<\/p><\/ul>\n<p>\n<b>Notes when building automated scenarios for SMEs:<\/b>  <\/p>\n<p>\u2013 L\u1ed3ng gh\u00e9p th\u01b0\u01a1ng hi\u1ec7u trong t\u1eebng m\u1eabu tin nh\u1eafn qua t\u00ean,slogan,ho\u1eb7c \u201cgi\u1ecdng n\u00f3i\u201d ri\u00eang.  <br>\n\u2013 C\u00e1 nh\u00e2n h\u00f3a t\u1ed1i \u0111a (g\u1ecdi t\u00ean kh\u00e1ch, ghi nh\u1eadn l\u1ecbch s\u1eed t\u01b0\u01a1ng t\u00e1c) \u0111\u1ec3 t\u1ea1o c\u1ea3m gi\u00e1c th\u00e2n thi\u1ebft.  <br>\n\u2013 \u0110\u1ea3m b\u1ea3o kh\u1ea3 n\u0103ng k\u1ebft n\u1ed1i v\u1edbi nh\u00e2n vi\u00ean th\u1eadt trong c\u00e1c tr\u01b0\u1eddng h\u1ee3p t\u00ecnh hu\u1ed1ng ph\u1ee9c t\u1ea1p, tr\u00e1nh g\u00e2y b\u1ee9c x\u00fac v\u00ec robot tr\u1ea3 l\u1eddi m\u00e1y m\u00f3c.\n<\/p>\n<p><\/p>\n<p>Theo kh\u1ea3o s\u00e1t c\u1ee7a Meta v\u00e0 McKinsey (2023), vi\u1ec7c \u00e1p d\u1ee5ng k\u1ecbch b\u1ea3n t\u1ef1 \u0111\u1ed9ng th\u00f4ng minh, c\u00e1 nh\u00e2n h\u00f3a gi\u00fap SMEs Vi\u1ec7t Nam kh\u00f4ng ch\u1ec9 t\u0103ng hi\u1ec7u qu\u1ea3 v\u1eadn h\u00e0nh m\u00e0 c\u00f2n c\u1ea3i thi\u1ec7n m\u1ea1nh m\u1ebd t\u1ef7 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i v\u00e0 kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng, l\u00e0 gi\u1ea3i ph\u00e1p t\u1ed1i \u01b0u trong b\u1ed1i c\u1ea3nh kinh doanh s\u1ed1 hi\u1ec7n nay [[Meta & McKinsey, 2023](https:\/\/www.mckinsey.com\/capabilities\/growth-marketing-and-sales\/our-insights\/automation-in-customer-experience)].\n<\/p>\n<p><img decoding=\"async\" class=\"kimage_class\" src=\"https:\/\/dps.media\/wp-content\/uploads\/2025\/06\/-cover.jpg16b5.jpg\" alt=\"Secrets to measuring and adjusting the operational performance of automated messages\" title=\"\"><\/p>\n<h2 id=\"bi-quyet-do-luong-va-dieu-chinh-hieu-suat-van-hanh-cua-tin-nhan-tu-dong\">Secrets to measuring and adjusting the operational performance of automated messages<\/h2>\n<h3>Measuring performance through real metrics and current data<\/h3>\n<p><strong>DPS.MEDIA<\/strong> nh\u1eadn \u0111\u1ecbnh: \u0110\u1ec3 t\u1ed1i \u01b0u h\u00f3a hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng tr\u00ean Messenger Facebook, doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 c\u1ea7n \u201cch\u1ea1y\u201d m\u00e0 c\u00f2n ph\u1ea3i \u201c\u0111o\u201d. Vi\u1ec7c theo d\u00f5i c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 l\u01b0\u1ee3ng tin nh\u1eafn \u0111\u01b0\u1ee3c m\u1edf, t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i, th\u1eddi gian tr\u1ea3 l\u1eddi hay s\u1ed1 cu\u1ed9c h\u1ed9i tho\u1ea1i ho\u00e0n t\u1ea5t gi\u00fap b\u1ea1n c\u00f3 c\u00e1i nh\u00ecn th\u1ef1c t\u1ebf v\u1ec1 hi\u1ec7u n\u0103ng.<br>\nAccording to research by Gartner (2023), successful automation campaigns are often based on analysis of <strong>real-time data<\/strong> \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m r\u01a1i t\u01b0\u01a1ng t\u00e1c \u2013\u00a0t\u1eeb \u0111\u00f3 li\u00ean t\u1ee5c c\u00e1 nh\u00e2n h\u00f3a n\u1ed9i dung d\u1ef1a tr\u00ean th\u00f3i quen h\u00e0nh vi ng\u01b0\u1eddi d\u00f9ng.<\/p>\n<table class=\"wp-block-table is-style-stripes\">\n<thead>\n<tr>\n<th>Indicators<\/th>\n<th>Meaning<\/th>\n<th>Targets<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Open Rate<\/td>\n<td>The rate of users opening messages \n<h3>Measuring performance through real metrics and current data<\/h3>\n<p><strong>DPS.MEDIA<\/strong> nh\u1eadn \u0111\u1ecbnh: \u0110\u1ec3 t\u1ed1i \u01b0u h\u00f3a hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c tin nh\u1eafn t\u1ef1 \u0111\u1ed9ng tr\u00ean Messenger Facebook, doanh nghi\u1ec7p kh\u00f4ng ch\u1ec9 c\u1ea7n \u201cch\u1ea1y\u201d m\u00e0 c\u00f2n ph\u1ea3i \u201c\u0111o\u201d. vi\u1ec7c theo d\u00f5i c\u00e1c ch\u1ec9 s\u1ed1 nh\u01b0 l\u01b0\u1ee3ng tin nh\u1eafn \u0111\u01b0\u1ee3c m\u1edf, t\u1ef7 l\u1ec7 ph\u1ea3n h\u1ed3i, th\u1eddi gian tr\u1ea3 l\u1eddi hay s\u1ed1 cu\u1ed9c h\u1ed9i tho\u1ea1i ho\u00e0n t\u1ea5t gi\u00fap b\u1ea1n c\u00f3 c\u00e1i nh\u00ecn th\u1ef1c t\u1ebf v\u1ec1 hi\u1ec7u n\u0103ng.<\/p>\n<p>According to research by Gartner (2023), successful automation campaigns are often based on analysis of <strong>real-time data<\/strong> \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m r\u01a1i t\u01b0\u01a1ng t\u00e1c \u2013 t\u1eeb \u0111\u00f3 li\u00ean t\u1ee5c c\u00e1 nh\u00e2n h\u00f3a n\u1ed9i dung d\u1ef1a tr\u00ean th\u00f3i quen h\u00e0nh vi ng\u01b0\u1eddi d\u00f9ng.<\/p>\n<table class=\"wp-block-table is-style-stripes\">\n<thead>\n<tr>\n<th>Indicators<\/th>\n<p><\/p>\n<th>Meaning<\/th>\n<p><\/p>\n<th>Targets<\/th>\n<p>\n<\/p><\/tr>\n<p>\n<\/p><\/thead>\n<p><\/p>\n<tbody>\n<tr>\n<td>Open rate<\/td>\n<p><\/p>\n<td>The rate of users opening messages<\/td>\n<p><\/p>\n<td>Above 70%<\/td>\n<p>\n<\/p><\/tr>\n<p><\/p>\n<tr>\n<td>Response Rate<\/td>\n<p><\/p>\n<td>The rate of users responding to messages<\/td>\n<p><\/p>\n<td>Above 50%<\/td>\n<p>\n<\/p><\/tr>\n<p><\/p>\n<tr>\n<td>Response Time<\/td>\n<p><\/p>\n<td>Average time to reply to messages<\/td>\n<p><\/p>\n<td>Under 5 minutes<\/td>\n<p>\n<\/p><\/tr>\n<p><\/p>\n<tr>\n<td>Completed Conversations<\/td>\n<p><\/p>\n<td>Number of completed conversations<\/td>\n<p><\/p>\n<td>Up 20% compared to last month<\/td>\n<p>\n<\/p><\/tr>\n<p>\n<\/p><\/tbody>\n<p>\n<\/p><\/table>\n<p><\/p>\n<p>This HTML code presents a structured overview of performance metrics for automated messages on Facebook Messenger, including their meanings and targets.<br><img decoding=\"async\" class=\"kimage_class\" src=\"https:\/\/dps.media\/wp-content\/uploads\/2025\/06\/wDjUu.jpg\" alt=\"Connecting and driving conversions through the collaboration of chatbots and real staff\" title=\"\"><\/p>\n<h2 id=\"ket-noi-va-thuc-day-chuyen-doi-bang-su-phoi-hop-giua-chatbot-va-nhan-su-that\">Connecting and driving conversions through the collaboration of chatbots and real staff<\/h2>\n<h3>S\u1ef1 k\u1ebft h\u1ee3p \u201ccon ng\u01b0\u1eddi + chatbot\u201d gi\u00fap chuy\u1ec3n \u0111\u1ed5i b\u1ee9t ph\u00e1<\/h3>\n<div style=\"margin-bottom:20px;\">\n    <strong>DPS.MEDIA<\/strong> nh\u1eadn th\u1ea5y, trong m\u00f4i tr\u01b0\u1eddng kinh doanh s\u1ed1 t\u1ea1i Vi\u1ec7t Nam, ng\u01b0\u1eddi d\u00f9ng c\u00f3 xu h\u01b0\u1edbng ph\u1ea3n h\u1ed3i t\u00edch c\u1ef1c v\u1edbi nh\u1eefng tr\u1ea3i nghi\u1ec7m \u201ck\u00e9p\u201d \u2013 t\u1ee9c s\u1ef1 ph\u1ed1i h\u1ee3p h\u00e0i h\u00f2a gi\u1eefa chatbot tr\u1ea3 l\u1eddi t\u1ef1 \u0111\u1ed9ng v\u00e0 nh\u00e2n s\u1ef1 th\u1eadt \u0111\u1ee9ng ph\u00eda sau ch\u0103m s\u00f3c, t\u01b0 v\u1ea5n s\u00e2u khi c\u1ea7n thi\u1ebft.Theo nghi\u00ean c\u1ee9u t\u1eeb Harvard Business Review (2023),c\u00e1c doanh nghi\u1ec7p \u00e1p d\u1ee5ng m\u00f4 h\u00ecnh n\u00e0y t\u0103ng 31% t\u1ec9 l\u1ec7 chuy\u1ec3n \u0111\u1ed5i so v\u1edbi ch\u1ec9 d\u00f9ng chatbot \u0111\u1ed9c l\u1eadp.\n<\/div>\n<h3>Outstanding experiences when combining chatbots and real people<\/h3>\n<ul style=\"margin-left: 20px;\">\n<li><strong>Chatbot:<\/strong> Handles quick responses 24\/7, basic customer care, filters potential customers.<\/li>\n<li><strong>Real staff:<\/strong> Engages when customers need personalized consultation or face special issues.<\/li>\n<li><strong>DPS.MEDIA reality:<\/strong> M\u1ed9t kh\u00e1ch h\u00e0ng ng\u00e0nh gi\u00e1o d\u1ee5c \u0111\u00e3 t\u0103ng g\u1ea5p \u0111\u00f4i s\u1ed1 h\u1ecdc vi\u00ean \u0111\u0103ng k\u00ed khi \u0111\u1ec3 chatbot t\u1ef1 \u0111\u1ed9ng g\u1eedi th\u00f4ng tin kh\u00f3a h\u1ecdc, sau \u0111\u00f3 ng\u01b0\u1eddi t\u01b0 v\u1ea5n th\u1eadt ti\u1ebfp n\u1ed1i b\u1eb1ng c\u00e1c \u01b0u \u0111\u00e3i ri\u00eang \u2013 k\u1ebft qu\u1ea3: t\u1ec9 l\u1ec7 ch\u1ed1t sale t\u0103ng t\u1eeb 8% l\u00ean 17% ch\u1ec9 sau 6 tu\u1ea7n.<\/li>\n<\/ul>\n<h3>Automated message templates to optimize Facebook Messenger conversions<\/h3>\n<table class=\"wp-block-table\" style=\"margin-top:15px; margin-bottom:15px;\">\n<thead>\n<tr>\n<th>Purpose<\/th>\n<th>Message template<\/th>\n<th>Closing step<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Greeting<\/td>\n<td>Hello! DPS.MEDIA is ready to support you 24\/7. Which service would you like to learn about?<\/td>\n<td>Attract initial interaction<\/td>\n<\/tr>\n<tr>\n<td>Request information<\/td>\n<td>Could you leave your phone number or email for faster consultation?<\/td>\n<td>Lead filtering<\/td>\n<\/tr>\n<tr>\n<td>Schedule consultation<\/td>\n<td>DPS.MEDIA offers FREE consultation calls at your chosen time slot. Which time would you like to choose?<\/td>\n<td>Increase meeting rate<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3>C\u00e1i nh\u00ecn m\u1edbi: Chatbot kh\u00f4ng thay th\u1ebf \u2013 m\u00e0 khu\u1ebfch \u0111\u1ea1i nh\u00e2n s\u1ef1 th\u1eadt<\/h3>\n<div style=\"margin-bottom: 5px;\">\n    <strong>Chatbot is just the beginning, not the end point.<\/strong> Nh\u01b0 minh ch\u1ee9ng t\u1eeb d\u1ef1 \u00e1n B\u0110S m\u00e0 DPS.MEDIA tri\u1ec3n khai qu\u00fd 2\/2024: chatbot gi\u00fap m\u1ed7i ng\u00e0y ti\u1ebfp c\u1eadn 300+ kh\u00e1ch, nh\u01b0ng ch\u00ednh \u0111\u1ed9i ng\u0169 sale m\u1edbi l\u00e0 \u201cv\u0169 kh\u00ed b\u00ed m\u1eadt\u201d \u2013 t\u0103ng t\u1ec9 su\u1ea5t chuy\u1ec3n \u0111\u1ed5i kh\u00e1ch h\u00e0ng \u1ea9n danh th\u00e0nh ng\u01b0\u1eddi mua th\u1ef1c, nh\u1edd kh\u1ea3 n\u0103ng th\u1ea5u hi\u1ec3u t\u00e2m l\u00fd Vi\u1ec7t.\n<\/div>\n<hr>\n<p><strong>Sponsor<\/strong><br>\nOptimize customer interaction<br>\nThe combination of chatbots and real staff opens a new era in customer interaction. Chatbots act as the front line, available 24\/7 to answer frequently asked questions and collect basic information. When customer needs exceed the chatbot\u2019s capabilities, real staff take over, providing in-depth and personalized support. This not only enhances the customer experience but also frees employees from repetitive tasks, allowing them to focus on more complex issues. Learn more about how <a href=\"https:\/\/pollinations.ai\/redirect-nexad\/4DCOZFFV\" rel=\"nofollow noopener\" target=\"_blank\">Social Catfish<\/a> helps you verify online identities, ensuring safety when connecting with customers and partners.<\/p>\n<p>Increase conversion rate<br>\nCombining chatbots and real staff ensures you never miss a business opportunity. Chatbots can quickly filter potential customers and transfer the highest-potential leads to sales staff. With information collected by the chatbot, sales staff can make more suitable and persuasive proposals. As a result, the conversion rate will increase significantly.<\/p>\n<p>Build loyalty<br>\nCustomers always appreciate speed and efficiency in problem-solving. The combination of chatbots and real staff provides customers with a seamless experience, from instant responses to dedicated support from professional staff. This helps build customer trust and loyalty towards the brand. <\/p>\n<h2 id=\"outro\">Negative balance still remains<\/h2>\n<p>Applying automated message templates on Messenger not only helps businesses optimize customer care processes but also enhances user experience at every touchpoint. Especially for SMEs in Vietnam, cleverly leveraging chatbots is an opportunity to save resources while maintaining continuous, professional connections with customers.<\/p>\n<p>Based on experience in consulting and implementing various digital marketing strategies for SMEs, DPS.MEDIA has found that effective message templates often come from a correct understanding of user behavior and the specific goals of each campaign. To maximize automation potential, businesses can combine chatbots with customer management systems (CRM) or analyze user behavior data across multiple channels.<\/p>\n<p>If this is your first time implementing automated messages, start with the most basic templates and continuously experiment and adjust. Also, don\u2019t miss the opportunity to expand to other interactive platforms like Zalo, Instagram, or integrate with email marketing to create a consistent customer care ecosystem.<\/p>\n<p>We encourage you to share your experiences using automated message templates, or any ideas you find effective in interacting with customers on Messenger. Leave a comment below or join DPS.MEDIA in the discussion to explore more creative approaches in the digital transformation journey. <\/p>\n<\/td><\/tr><\/tbody><\/table><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul>\n<style>\r\n.lwrp.link-whisper-related-posts{\r\n            \r\n            margin-top: 40px;\nmargin-bottom: 30px;\r\n        }\r\n        .lwrp .lwrp-title{\r\n            \r\n            \r\n        }.lwrp .lwrp-description{\r\n            \r\n            \r\n\r\n        }\r\n        .lwrp .lwrp-list-container{\r\n        }\r\n        .lwrp .lwrp-list-multi-container{\r\n            display: flex;\r\n        }\r\n        .lwrp .lwrp-list-double{\r\n            width: 48%;\r\n        }\r\n        .lwrp .lwrp-list-triple{\r\n            width: 32%;\r\n        }\r\n        .lwrp .lwrp-list-row-container{\r\n            display: flex;\r\n            justify-content: space-between;\r\n        }\r\n        .lwrp .lwrp-list-row-container .lwrp-list-item{\r\n            width: calc(33% - 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