If you’re passionate about customer service, then this is big news for you. With the launch of the customer chat plugin for websites, you can engage with your customers through Messenger, directly on your company website.
According to Venture Beat, Facebook is releasing the customer chat plugin into closed beta, allowing website visitors interact live with your Page’s chatbot, without leaving your website. The announcement was made by Head of Product, Stan Chudnovsky, at Web Summit in Lisbon, Portugal, and the update comes as part of Messenger version 2.2.
While ‘Message Us’ and ‘Send to Messenger’ buttons have been available for a while, this is the first time Facebook is enhancing its service, so as to be fully functional off-platform, on a third party host. Among the first to try out the new Messenger version 2.2 features, are mainly airlines, like KLM, Volaris, and Air France.
Chatbots on websites can be useful additions and can take the workload off customer service agents, especially when it’s all about pre-defined tasks. For this reason, the updated Messenger plugin will surely influence market share distribution as a traditional live chat solution such as ZenDesk, Olark, and many more.
Although it can’t replace human interaction, it can perform a variety of tasks in a seamless way.
Image courtesy of Venture Beat.