Facebook releases new interactive tools to boost customer care service on Messenger

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Credit: https://messenger.fb.com/newsroom/messenger-platform-2-3/?utm_source=Triggermail&utm_medium=email&utm_campaign=Post%20Blast%20%28bii-apps-and-platforms%29:%20Messenger%20launches%20new%20customer%20service%20tools%20%E2%80%94%20Facebook%20forges%20ahead%20with%20global%20connectivity%20efforts%20%E2%80%94%20Qualcomm%20bridges%20gap%20between%20high-%20and%20low-end%20phones&utm_term=BII%20List%20Mobile%20ALL

Facebook has launched Messenger 2.3 with a set of new tools to make customer interactions easier. It is Facebook’s way of improving the relationship that exists between customer and business on its messaging app.

As businesses continue to unlock the power of the Messenger Platform, we’re working hard to offer features that both make Messenger more impactful for businesses and also make it easier for people to connect with them in a way that is intuitive and enjoyable,” Facebook said.

Tools added to make for a seamless relationship between business and customer are:

Quick Reply for contact info

Quick replies, which was released two years ago as a way of providing a more guided experience for people when they interact with bots, has now been upgraded. If a business asks for a person’s contact info, a quick reply button that will auto-populate with the person’s email or phone number that is associated with their profile on Facebook. This will then allow the person to easily select and share it with the business. A customer that has more than one email address or phone number connected to his profile will be given the option to select which he would like to share with the business.

More options to customize customer chat plugins

Facebook is adding more ways for businesses to customize their chat plugins—and this is in addition to the ability to customize greeting texts and colors to match voice and brand. Going forward, businesses will be able to use the following tools in addition:

  1. Easy set up tools: businesses will now be availed the opportunity to use a new set of tools to take them through the available customizations. The tools will also be able to help them generate the snippet of code to place on their website.
  2. Notifications: a customer who starts a chat with your business on Messenger will get a notification when your business responds by badging the Messenger icon with a red dot, as well as triggering a notification sound and page title change.
  3. Persistent Menu: businesses can now incorporate the persistent menu from their existing Messenger experience into customer chat so that people can access it at any point during their conversation.
  4. Support for Internet Explorer: this tool is aimed at ensuring greater overall stability and performance for your customers visiting your website using the Internet Explorer web browser.

You can read about other new updates and changes made to Messenger by Facebook here.

Facebook has been putting in a lot of efforts in the last couple of years to make Messenger even more attractive for Businesses.

In 2016, PayPal inked a deal with Facebook that allows you to easily link your PayPal and Messenger accounts. Users will also be able to receive payment alerts directly within the Messenger app. That deal benefited the two companies in so many ways—so, it’s like a win-win situation for everyone. For Facebook, the deal enabled the company to keep its users engaged within the app, while PayPal benefited in terms of expansion.


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Author: Ola Ric

Ola Ric is a professional tech writer. He has written and provided tons of published articles for professionals and private individuals. He is also a social commentator and analyst, with relevant experience in the use of social media services.

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