![]() If a support representative is willing to engage in honest conversations and listen to customer needs, those customers will be more likely to trust the brand in the future. Build Trust With Customers: Consumers like having the option to contact businesses through messaging platforms.As long as someone has a Facebook account, they can easily reach service representatives at any time. This creates a fantastic opportunity to use messenger chatbots and agents for brand-building and customer support. Improve Customer Accessibility: Statistics indicate that about 2.7 billion people use Facebook regularly.Social media marketing with Messenger offers several benefits. The Benefits of Using Facebook Messengerįacebook marketers can take advantage of a wide range of opportunities when they use Messenger to facilitate communication with consumers. Did you know that 67% of companies believe social customer service is the most pressing short-term priority for the contact center (Forrester)? This is largely due to the fact that over two-thirds of customers who contact a company on social media, do so for customer service (J.D. Major brands aren’t just adopting social customer service they’re making it a priority. Social media as a customer support channel has become fairly standard. The discussion about whether or not to offer customer support over social media has been debated inside the walls of every organization. In the best of cases, consumers promote and propel a new company or service to success, and in the worst, consumers damage a brand’s reputation for years. With this newfound megaphone, consumers’ opinions, once constrained to their close friends and family, can now reach the eyes and ears of the world. Over a relatively short time, consumers gained access to public platforms on which to voice their thoughts and opinions. We can all agree that the advent of social media forever changed how consumers engage with companies.
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