Did you know that over 56% of consumers would rather send an instant message than call customer service? Utilizing Facebook Messenger as a customer support channel is beneficial for both the consumer and the producer. It allows customers to go about their day freely, rather than being placed on hold for an hour or longer. Using Facebook Messenger as a support channel is also convenient and efficient for business owners. Messenger allows you to create automated yet personalized responses. Facebook Messenger even allows you to configure a response time. This allows company pages to respond in a prompt time frame.
Every so often at the Faceless office, we discuss the need and importance of customer service in business. We stress customer service to our clients and implement this into our own culture. Occasionally we share our frustrations from the customer perspective. During a trip to D.C. a team member told me their customer service frustration while they were in a high level global brand retail establishment, listening to a sales associate who was starting a fitting room for a customer. The associate asked if she should place the final items in the dressing room that was started. The customer said “yes, Thank You” where then the associate replied “No problem”