Facebook have previewed ‘Messenger for Business’ on the first day of their two day 2015 F8 developer conference, which ran across the 25th and 26th of March in San Francisco, CA
The upcoming platform will allow businesses to invite their customers to sign up to connect with them via messenger, but only once they have purchased through their website.
This will allow the company to send personalised updates to the customer, such as order confirmation and delivery updates, and also allows the customer to reach out to the company with ease if they have any questions or additional requirements.
Alarm bells may be ringing for some – but we don’t believe this will be bad news for live chat providers – in fact, we think the opposite! This development will raise awareness of the ever growing demand for real-time, Omni-channel digital customer support/engagement during the online shopping experience.
Facebook are offering the opportunity for live chat providers to integrate with messenger – so Facebook will be on the consumer side, with Live Chat software on the business side, meaning Messenger chats appear the alongside chats via the website.
With Messenger integrating into select live chat providers, it means businesses do not need to look to introduce an additional solution to be able to partake – one solution will be able to take all Live Chats and Facebook Messenger chats, both for sales and customer service chats.
Howard Williams, Marketing Manager, commented:
“This development, alongside Google’s recent announcement, shows the relevance of live chat and the ever increasing demand for real time digital engagement.
We receive regular feedback from businesses that we work with, who state that once their customers have used live chat, they don’t want to use another channel again. This is just the beginning of the Omni-channel revolution.”
Author: Katie Harrison