At Facebook’s F8 Developer’s Conference, hosted April 2016 in San Francisco, an interesting new idea was revealed: The adaptation of Facebook Messenger for business use.
The mainstream version of the app is currently used by over 600 million people worldwide, and was the subject of controversy upon first release. Many Facebook users (and non-Facebook users for that matter) took issue with the seemingly exaggerated list of permissions required to use it, and the removal of the integrated messenger function within the original Facebook app added fuel to the fire.
But Facebook Messenger is simply a tool for communication, fundamentally no different than popular apps like Kik, Snapchat, or WhatsApp. It allows for instant communication with another human being, regardless of physical distance, so long as an internet connection is available to both parties.
Zendesk, customer support solution providers and creators of Zopim live chat, saw in Facebook Messenger an opportunity for businesses to engage customers faster (and with a more personal touch).
Adrian McDermott, Zendesk’s senior vice president of product development, says that “[Facebook] Messenger has changed the way people communicate with their friends, and now it’s opening new opportunities for businesses to interact with their customers.”
The integration allows customers to chat with customer service representatives live should they have any questions, comments or concerns. In addition, businesses can use the app’s functionality to communicate internally, allowing for quick solutions to consumer queries.
Businesses using the tool have already seen measurable and impressive results that directly and indirectly affect their bottom line. For starters, live chat solutions are cheaper than phone calls – and customers report a higher degree of satisfaction from the medium.
Aaron Ginn, growth product manager for Everlane, says, “Not only can our customers now connect with us through Messenger, but they also can receive personal attention and immediate service from us thanks to Zendesk’s integration.”
For businesses who pride themselves on exceptional customer service, the integrated version of the app is worth serious consideration.
Apps and tools like this are a preview of things to come in the future. As “old school” methods die out and give way to cleaner, more effective and more efficient methods, innovation and creativity will only get rewarded more. This will lead to rapid changes in the customer service field, which can only mean good things ahead – happier customers and smarter businesses.
