What is Facebook Messenger?
Facebook is among the most popular social media in the world. For that reason, many brands have created dedicated brand pages for their business to use as a point of contact for customers, with Facebook Messenger allowing customers to message the page admins directly.
HOW IT WORKS
RESPOND TO QUERIES
Respond to any queries you receive from customers through this channel to help them make informed choices.
SUPPORT CUSTOMERS
Provide support for customers in need in real time, guiding them to a satisfactory solution.
CONNECT WITH THE COMMUNITY
FB Messenger offers a more direct and real-time communication channel between your brand and your customers.
LEVERAGE AI AND MACHINE LEARNING
These new technologies allow you to automate a large portion of incoming messages through branded AI.
How Skyline supports customers using FB Messenger
With Facebook Messenger, we are able to support customers live or with a bot through direct messages.
Live Chat
- The customer initiates a chat with a message on FB Messenger
- A member of the customer service team will introduce themself
- We’ll check the customers concerns and provide them with the best possible resolution
- We’ll guide the customer until the issue is fixed
- Depending on the resolution, we may need to convert the chat to a ticket for investigation or follow-ups
Bot Chat
- The customer initiates a chat with a message on FB Messenger
The bot will introduce itself and collect the relevant details - The bot will provide troubleshooting guidance for the customer’s issue until resolved
- If necessary, the bot will put the customer in contact with the customer service team who will take over
