Facebook Messenger: A Powerful Tool for Customer Support
When you think of customer service, what comes to mind? Is it a bustling call center with agents alleviating customer complaints on the phone? Or do you conjure up images […]
When you think of customer service, what comes to mind? Is it a bustling call center with agents alleviating customer complaints on the phone? Or do you conjure up images of customer service representatives responding to emails?
While these traditional avenues are still effective, customers are now demanding more. About 80% of consumers interact with brands on social media and 63% of customers expect businesses to offer support via these channels. As a result, shoppers expect timely responses and 24/7 support. If brands fail to live up to these expectations, they could lose customers and profits.
So, how can your company keep up with growing consumer demands without overwhelming its customer service team? The answer is by taking an omnichannel approach to your customer support efforts that includes Facebook Messenger.
What is omnichannel customer support?
An omnichannel customer service strategy allows brands to provide a cohesive customer experience across numerous channels. Additionally, businesses can offer prompt and continuous support on a customer’s preferred platform. According to Mitto’s State of the Customer Experience benchmark report, compared to businesses with little or no omnichannel strategy, brands that had implemented a mature strategy were:- Two times more likely to respond to customers in real-time or less than one hour
- Three times more likely to deliver a customer experience that was rated an “A”
- Four times more likely to have extremely loyal customers
Facebook Messenger: a powerful tool in your omnichannel arsenal
One channel that all brands should certainly be using for customer support is Facebook Messenger. With over 1.3 billion people across the globe using Facebook Messenger each month, brands can optimize their use of digital channels while making it simple for shoppers to find the products they’re looking for. This real-time messaging app allows brands to offer immediate responses to customers in a comfortable, private format. Furthermore, chatbots and auto-replies take the heat off your customer support department by delivering quick answers to simple questions 24/7. Brands exchange more than 20 billion messages with people every month on Facebook Messenger. If your business isn’t onboard, it could be missing out on tons of benefits, including:- Providing better customer service
- Allowing shoppers to conveniently make purchases right from the chat
- Building brand trust. In fact, a recent Facebook study revealed that 69% of US consumers felt more confident about brands they were able to message. And over half of customers said this made them feel more personally connected to the brand.
- Creating a safe space for sensitive information where customers can voice their concerns privately