![]() ![]() You’re probably on this blog because you’re currently using the Messenger app or Facebook Page Inbox to connect with your customers, or you’re considering whether you should use Facebook Messenger for customer service. Replying to Facebook Comments via Facebook Messengerįacebook Messenger Customer Service Platforms.Facebook Messenger customer service platforms.Facebook Messenger for Customer Service: What You Should Knowīefore deciding to use Messenger as your main channel for customer service, there are a few things you need to know about Facebook Messenger, such as: Next, we’ll take a look at what you should know before using Facebook Messenger for customer service. Luckily, Facebook Messenger has automation features like instant replies and away messages to help businesses manage customers’ expectations.īusinesses in regions dominated by Facebook Messenger in particular, benefit from using Facebook Messenger for customer service as their customers can simply scan a QR code or click a button to contact them. In addition, it also gives customers the flexibility to leave a conversation and return without having to start all over again as they would have to on webchat, allowing businesses to resolve customers’ issues faster.Ĭustomers expect fast replies from businesses because messaging apps are fast-paced in nature. Benefits of Facebook Messenger for customer serviceĬompared to traditional customer service channels, Facebook Messenger allows businesses to trace customers’ conversation history in a message inbox, providing support agents with context to customers’ issues. Traditional channels are also infamous for transferring support cases between teams without providing details like how long customers should wait, how many more people are in the queue or the progress and status of their inquiry.Īs a result, customers are forced to repeat their problems multiple times to every support agent which prolongs the case resolution time. On traditional channels, conversation threads are usually scattered and untraceable, making it impossible for support agents to track customers’ conversation history. The rise of messaging apps like Facebook Messenger has proven to be beneficial to businesses while highlighting the limitations of traditional channels like email, webchat and phone calls. Facebook Messenger for Customer Service vs Traditional Methods We’ll also show you how to use Facebook Messenger for customer service on respond.io and examples of businesses using the Facebook Messenger customer service platform. Want to use Facebook Messenger for customer service? This article covers the benefits of Facebook Messenger for customer service and everything you need to know to get started. ![]()
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