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.
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.
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.
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.
About the author: Hello! I am Carlo and I am one of the co-founder at Callbell, the Multi-channel Communication Chat platform that allows companies to communicate with their customers through the main direct messaging applications such as WhatsApp, Facebook Messenger, Instagram Direct and Telegram.