However, allowing them to contact your company via the social media messaging apps that they are already most comfortable with increases the chances that they will reach out. Here are some other benefits of implementing customer support on Facebook Messenger.Īsking customers to report a problem via your company's website or its customer support phone number may not seem like a big ask. Providing customer care via a channel customers already spend a lot of their time creates an easier, more comfortable experience for them overall.

This makes Facebook Messenger the second most popular mobile app for messaging in the world, behind WhatsApp (and, if you count it, SMS). Why teams use Facebook Messenger for customer serviceĪccording to data from Review42, 1.3 billion people around the globe use Facebook Messenger each month. And if a customer comes across one of your Facebook pages, your Facebook ad, or a Facebook comment that mentions you, the Facebook messaging app might be the first place they’ll go to ask you a question.īelow, learn how to use Messenger for business as an optimized customer service channel. With that in mind, responding to customer interactions on a messaging platform can be an excellent way to provide better customer service - especially on one as popular as Facebook Messenger.Īccording to research by Statista, Messenger has 106 million active daily users in America. The best way to make customer service as convenient as possible is for ecommerce stores to meet customers where they already are.

Facebook customer service chat