With instant messaging, you can be in touch with your customer at any place and anytime. Here’s how Facebook Messenger is shaping customer interactions. They can allow your company to not only get your product or service in front of a larger audience, but can also serve wide ranging support services - resolving queries, enabling transactions and acquiring new customers. Initially, Facebook’s messenger app stayed separate to the social networking platform until early 2016, when it was announced that they would offer “chatbots” to users.Ĭhatbots are being hailed as the biggest thing in technology (and unsurprisingly, a boon for businesses). Leading this revolution is Facebook Messenger - with over a billion users using the Facebook Messenger app in 2017, many companies are harnessing the convenience of the mobile app to ramp up their social customer service.
This is no surprise given that instant messaging apps have exceeded social networks in usage making them a prime focus for B2B and B2C companies looking to connect with their users online. With the realization that live chat support is a hugely popular medium with customers, companies are turning to instant messaging platforms to take the conversation even further. In recent years, companies are choosing to invest in mobile-friendly platforms for more convenient ways to get in touch with the internet-generation of prospects and customers. The face of customer support and in particular, the channels and platforms used to communicate with customers, need to continue evolving alongside emerging technologies. This is exactly what Facebook Messenger aims to achieve with the launch of Facebook Messenger chatbots in early 2016. So, your business has recently rolled out live chat support, which has proven to be a hit with your customer base as seen in improved customer satisfaction ratesīut what if there was a way to give customers an even more personalized experience via a channel that is increasingly becoming an ubiquitous part of their lives - via an instant messaging app?
As clients shy away from long bureaucratic practices, chat support rises as the new alternative for customer support.
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