Messenger for Business: A Facebook channel to support your customers

Silvia Planella/ March 31, 2015/ blog

 

“I don’t know anyone who likes calling businesses,” Zuckerberg remarked. “It’s not fast and convenient, and it definitely doesn’t feel like the future.”

 

Facebook announced last week on the social network’s annual F8 developer summit the implementation of Messenger for Business to support customer care and sales teams. Facebook with over 1.4 billion users worldwide is aligning its operations to support customers online providing tools to enhance communication between business and consumers.

 

Messenger for Business is set to provide customer support on real time. Web chat / live chat support is enhanced with GIFs, photos, videos, audio clips and more. Facebook Messenger provides developers with a platform to create apps that integrate the Messenger Functionality.

Initial Benefits of Messenger for Business include:

  • Receive order confirmation and shipping status updates: Business can update their customers post sale in real time. This is the combination of text message confirmation and e-mail follow ups.
  • Customer Support enquiries: Pre-purchase, sale and after sales support can be managed through Messenger on your new app. Customer Care teams would be able to access to previous conversations on a single- ongoing thread between the person and the business.
  • Ability to modify, track and return an order in the same app.

 

See for example:

Facebook Image for Messenger for Business

 

Facebook Image for Business Messenger

 

How to integrate Messenger for Business with an outsourced Call Centre?

 

The first step is to create the app. Facebook provides support to developers creating and implementing the code.

Once, the app is ready; then we will support you to create a training manual, and canned responses.

You can provide us with access to your systems and we will be part of your team providing customer support 24 by 7.

Check our Live Chat Page and Social Media Customer Support for more information.