![]() The thread contains more reasons not to use it, however. As the original poster put it on, “With Facebook chat plugin you can get more accurate data about who you are talking to whereas live chat software you just get some details.”Īnd as Urska put it on the Inbound thread, “Beside collecting users’ insights, the first thing that pops to my mind are webinars, live streaming … or any other events where it would be useful if users could engage their network to create larger engagement.” Cons An email address doesn’t tell you much about a customer, especially compared with the wealth of behavioral and demographic data Facebook contains. There’s one thing Facebook has in spades over both live chat software and email, and that’s data. A highly personal, one-to-one channel which leverages a strong, existing human behaviour.” In it, contributor Ed Fry writes, “Given the huge proportion of internet users using Facebook, who are logged in, and will probably see notifications for any messages/replies you send, this could be a really interesting tool for keeping people even more engaged. One great source of pros and cons on using Messenger for customer service is this thread. Digiday reports that German tabloid site Bild has been testing sending news updates through Messenger with help from Berlin-based startup Spectrm. One brand is even using Messenger as a newsletter delivery vehicle. Last year Walmart also experimented with connecting in-store shoppers directly with staff through Facebook Messenger. Within minutes, a customer service rep answers your question, initialing it so you know an actual person responded.” Three gray dots pop up, indicating someone is reading the message. “A blue dot indicates Hyatt is online and available (the same blue dot that indicates a friend is available to chat). “Anyone can send Hyatt a message,” Jessi Hempel writes. Hyatt Hotels is using Facebook Messenger to listen to their customers. ![]() Well, it’s good enough for a few big brands. Okay, so, now that I’ve given away the ending, let’s talk about the other pros and cons to using Facebook Messenger for customer service. So it’s only a matter of time until Facebook starts charging you to talk to customers who’ve already opted in to communicate with you, just like they charge you to reach the people who’ve already liked your Page. When someone reaches out to you on Facebook, Facebook owns the only way to get in touch with them. When someone emails you, you own that email address. ![]() It’s called email.īrands would be stupid to direct their customers to use Facebook Messenger instead of email for one big reason. The truth is that there’s always been a way for individual customers to use the channel they’re already on constantly to quickly reach out to your brand for one-on-one attention. “Brands will also drool at the prospect of taking complaints off their public-facing pages and into more discreet private channels.”īut there’s one great big reason for them not to. And it now boasts 900 million monthly users.Īnd as Steve Parker, Managing Director at agency AllTogetherNowBrands, put it, The Facebook Messenger app was the fastest growing app of 2015, Nielsen reports. ![]() First, there’s the fact that your customers are already there. There are many good reasons for brands to add Facebook Messenger to their multichannel customer experience arsenal. According to Marketing Week, brands are hoping Facebook Messenger can redefine customer service. The latest great white hope for connecting brands and customers. ![]()
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