At the beginning of December 2017, Facebook released a plugin that allows those who manage a company page to install on their website a live chat based on the Messenger app. 

Through this plugin, site visitors, after they opt-in via their Facebook account, can communicate in real time with the managers of the website just like they would do via the traditional Live Chat tools, without having to abandon the conversation once they leave the website.
Facebook Messenger Chat Widget for website

What are the main advantages of using Messenger as Live Chat?

Although the plugin allows a person to chat directly on the website, the chat is saved in the user’s history conversations, allowing him/her to resume the conversation later on. The tool also provides the ability to communicate with their customers through voice messages, as well as the ability to send photos and videos.

This new feature of Messenger, along with the release of Workplace and the WhatsApp Business App, aligns with the strategy of Facebook in wanting to provide more and more services dedicated to the management of corporate communication, both internal and external. In fact, for some time the company has been exploring new B2B solutions that are not strictly linked to advertising purposes on the platform.

Facebook Messenger growth in Business Communication

Why use Facebook Messenger to provide customer support?

In addition to the convenience of being able to keep in touch with your contacts even once they leave the website, Facebook can represent an important data source for companies.

Every time a user starts a conversation through this channel, we immediately collect different information about him/her including the name, the Facebook profile and the ID: all information that can help us target and better understand our customers in online marketing activities.

What are instead the disadvantages?

Unfortunately, Facebook does not provide much other than a very basic chat interface from which we can manage chats. However, it is not possible to make multiple users work simultaneously within the same account, use response templates nor assign a conversation to the most suitable person within our team.
Messenger tool for Customer Service

Why Callbell?

To overcome these gaps, we have integrated these features into Callbell: once you have created an account, you can easily connect your Facebook page, invite people from your team and start working collaboratively in the same work environment.

Moreover, thanks to the CRM functions, you will be able to easily collect and analyze all the information of the contacts who start a chat, both from your Facebook page and from the Live Chat Messenger installed on your site.

NB: if you have not yet installed the Messenger chat on your site, you will be able to create from your Callbell account a custom chat widget that will give you the possibility to include – in addition to Facebook – WhatsApp, Instagram and Telegram as the channels among which visitors of your site will be able to choose from to communicate with your company.

 Callbell offers a completely free plan: creating an account does not require a credit card and you are ready to go in less than 3 minutes.

*no credit card required

Frequent Questions

How to install the Facebook Messenger Live Chat?
To install the Facebook Messenger Live Chat you need to configure the plugin from the settings of your company page on Facebook, under the Messenger Platform section.
What are the advantages of using Facebook Messenger as a Live Chat tool?
Using Messenger as Live Chat allows your visitors to communicate with your business using their Facebook account and continue chatting even after leaving your website.
Why use Facebook Messenger to provide customer support?
In addition to the convenience of being able to keep in touch with your contacts even after leaving the website, Facebook can represent a very important data source for your company.
Senza nome 7 - Here's how Facebook Messenger live chat works

About the author: Hello! I am Carlo and I am one of the co-founder at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and (soon) Instagram Direct