Over the course of the last month, Facebook has offered businesses the ability to participate in a beta-version of a new website plug-in that integrates their Messenger app directly into a business’ website. Now, the new Messenger website plugin, called the Customer Chat Plugin, is available for widespread use (check out a link their installation guide at the bottom of the page), and we wanted to let you in on what it is, and how it can be used to help your business grow.
So, how can this new Messenger plugin help your business grow?
Seamless User Experience
This plugin allows Facebook Messenger to be used on your website so customers can seamlessly carry on conversations with your brand, no matter if they’re on your site or on Facebook. This allows you to better connect with your customers by using a chat platform that they’re already used to using. And, since Facebook has a reach close to a billion and a half users, so most of your customers already have some history using Facebook’s Messenger app. Because of that, there’s a level of comfort given to customers when they don’t have to switch to another chat platform if they’re wanting to engage with you. For businesses that already have an active presence on Facebook, this is the next step in keeping engaged with your Facebook audience by making it that much easier for them to connect. The easier you make it for your customers to engage, the more customers will engage with you.
Archived Customer Interaction History
Not only that, the plugin carries the conversation over across devices and pages. Meaning, you’ll always carry the fully transcript of the conversation you’ve had with a customer, no matter if the conversation is had on your website, or through your brand’s Facebook page. So, if a customer comes with a question, request, or a complaint, you will always have a record of that conversation to refer back to without fearing that the interaction will be lost. One of the only downsides noted so far is Messenger’s inability to track the analytics of conversations unlike some other chat services. But, overtime this could be integrated into Messenger’s service as part of a page’s Facebook analytics.
Improved Customer Service Through Chatbots
If you’re not already using chatbots as part of your online presence (especially on Facebook Messenger), you’re missing out. Once a relic of messenger apps of old (hello AIM), chatbots have improved dramatically in their ability to communicate in a natural way through advancements in Natural Language Processing. All that to say, chatbots can understand normal people using normal people language. Chatbots also now include the functionality to do far more than just carry on a conversation but can be used to provide customers with information on demand, automate content driven marketing, help customers place orders, and receive payments for those orders all while in Messenger.
If you’re unsure of where to start with chatbots, check out ManyChat. ManyChat lets you create a Facebook Messenger bot without having to know how to code. ManyChat uses your existing Facebook page to create a bot that can automatically respond to customers questions and send out automated content to your page’s subscribers. Also, you can sign up for free, so it’s at least worth checking out.
Facebook Messenger already boasts impressive features, some of which are already noted, that include sending and receiving payments, providing a rich media experience, and of course, chatbots. By integrating this new feature as part of your business’ website customer service experience, you will help customers to more fully engage with you online, and help your business grow in return.
Interested in testing it out? You can check out Facebook’s how-to installation guide for the Customer Chat Plugin here:
Want to add this cool feature to your Wingman site? We’d love to help! Shoot us an email, or better yet, chat with us directly on our site today!