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Lithium Supports Facebook Messenger Customer Chat

Creating stellar digital customer experiences is a massive priority for many brands today. In fact, about 90 percent have said they plan to compete this year primarily on the basis of digital customer experience alone. And while those experiences can take many shapes and forms, there’s one thing we know to be true: a great digital customer experience is one that closes the gap between brand and customer, making transactions, information-finding, and all other kinds of service and support as simple and streamlined as possible.

 

For many brands, the ability to chat one-on-one with customers instantly (aka, “live chat”) has become a game-changer. Facebook knows this, and has made it even easier for brands to talk to customers without any barriers standing in the way with the beta release of Facebook Messenger Customer Chat, a plugin that lets brands host Facebook Messenger conversations directly on their own websites.

 

Lithium supports Facebook Messenger Customer Chat. To start taking advantage of this plugin within the Lithium Social Media Management platform, just reach out to your customer success team or leave us a note in the comments section of this post. We’ll get back to you right away with details

 

The Details

 

Benefits of Customer Chat for brands are as follows:

  • It’s seamless across both desktop and mobile, enabling the brand to have a continuous conversation with the same agent across devices and platforms – whether customers choose to engage on Facebook Messenger on a brand’s website, on the Facebook website, or via the Facebook Messenger app. Customers now have an easier way to communicate instantly with brands within an environment (Facebook) they are familiar with.
  • Brands will now have access to the full conversation history on Facebook Messenger with any given customer, regardless of agent or service inquiry.
  • And thanks to the information that customers choose to share via their Facebook profiles, agents will be able to personalize their interactions. Unlike typical “live chat” conversations that are almost entirely anonymous, Facebook Customer Chat will make it possible for customer service agents to know a little bit more about who they are talking to and better understand more of the relationship that a specific customer has with their brand.
  • And for Lithium customers, you can manage all of this within Lithium SMM.

Almost one-third of consumers say they will visit a brand’s website, blog, or social channels first to engage with a brand, ask questions, learn more, or research specific products and services (vs. 17 percent who say they prefer to do this in-store). This number will only increase as more and more people become digital-first in their habits. And as this happens, it’ll be your responsibility to deliver the best digital customer experiences imaginable, regardless of the channel. The time to get ahead of the curve is now. After all, your customers expect it.

1 Comment

Yes we're definitely interested once we get SMM in soon! 

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