While sending emails to companies is still a valid way to get in touch with customer service, a new way that companies are interacting with their customers these days is through the use of social media, such as Twitter, Instagram, and Facebook, where customers can reach reps by messaging them directly.
Now it looks like Facebook has updated its Messenger platform where they will be bringing more customer service tools to it. One of those features is a Quick Reply feature for contact information, where users can quickly share their contact details, such as their email, Messenger will auto-populate Messenger with the information, assuming that you’ve already saved that information to Facebook.
There will also be an expansion to the customer chat plugin customization, where it will include an easy setup tool, notifications of when businesses reply to customers, a persistent menu that lets customers access certain information at any point through the chat, and it also looks like Facebook will be improving support for Internet Explorer.
There will also be the addition of two new metrics that will help businesses better understand how their customers are engaging with them. Facebook has also added new message tags that will help make businesses and reps reply to certain questions faster.