In 2014, Facebook disconnected the messaging service from its Facebook app, creating a new platform called Facebook Messenger. Every month, 1 billion messages are sent through messenger by some 900 million users. It’s not surprising that companies can reach a large part of their target group through this relatively new channel. Facebook Messenger is the second most popular chat app in the Netherlands, with over 4 million users. Still significantly less than WhatsApp, but the number of Messenger users is growing much faster than the number of WhatsApp users.
Why Facebook Messenger for Customer Service?
Send private messages
Companies are now able to send private messages to users who have left messages or comments on their Facebook page. In turn, users can send messages to companies directly from ads on their Facebook timeline. Companies can respond to this in Messenger.
The customer doesn’t have to go to the Facebook page of the brand to leave a message. With the new platform, they can simply search for a company and send a message immediately. This makes using Messenger for customer service attractive to consumers.
Communicate through your own app
With Facebook Messenger, it’s also possible to initiate conversations from other apps, for example, your company’s app. This is possible with a simple integration between the two systems.
New conversion possibilities
In addition to answering questions that come in via Messenger, retailers can use the communication platform to take orders, provide updates on shipments, process return requests, and receive feedback from customers. The possibilities are endless! New features are constantly being added to Messenger for Business and they make managing existing customers or acquiring new ones much easier.
As text-based conversations become more common, businesses and brands will be using Facebook Messenger to provide customer service the same way they did with the phone a long time ago.
Customer service response times
Facebook recently set a new standard for response times. Companies that respond to 90 percent of messages within five minutes are awarded a ‘Very Responsive To Messages’ badge on their page.
On top of this, customer service agents can simultaneously handle multiple customer inquiries, keeping customer service costs low, just like with live chat.
Reply to messages via Messenger
To provide effective social customer service through Facebook Messenger, you will need to purchase a social media management tool that supports Messenger. Also, you’ll need to have enough employees to answer the messages. Not only during the day but in the evening and on weekends as well.
Keep in mind, customers expect to receive fast, effective, and professional answers to their questions. If the answer takes too long, it will affect the image of your company. This often means that you should appoint an employee who specifically deals with Messenger questions. If this employee is overwhelmed by the flood of messages, it is time to hire additional people.
But there is an easier way. You can outsource your Messenger customer service to us.