Buyer Care and Why It Issues for Companies
When it comes to running a business, customer support is important. And good customer service starts with good communication. It helps maintain loyal customers, generate new business, and improve your brand’s reputation. But in today’s world where there are so many ways to communicate with people, how do you know the best way to reach customers?
Reach customers where they are
Enter messaging. In recent years, people have been sending more messages to friends and family – and people are increasingly expecting them to send messages to businesses the same way *. At Messenger, we’re making it even easier for companies to connect with customers in the way they prefer. With Messenger, companies can interact on a personal level with customers in the channel they spend their time on. We worked with several companies around the world to find out how they use Messenger as part of their customer care solution.
Processing of a large number of inquiries
In Hong Kong, Ikea wanted to automate aspects of customer service so that the live agents could focus on troubleshooting more complex cases. Through an automated experience developed for Messenger, Ikea worked with Set Sail Software to create a simple workflow using keywords and a series of menus to guide customers through each step of the self-service process until their request was resolved. For questions that could not be resolved through AI, the experience was integrated into chat support, where the problems were resolved by live agents. In just two years, Ikea has increased its customer care channel for Messenger by 300% and the productivity of its live agents by 78%.
Improving the waiting time for customers
In Vietnam, TPBank wanted to shorten the waiting time for customers calling their customer care hotline. In cooperation with BoostML, the bank has created an automated digital assistant for messengers that offers personal and smooth customer service without long waiting times. Regardless of whether customers had to change their PIN number, block their cards or view their credit card offers, they can do this easily and securely via Messenger. After implementing the Messenger experience, TPBank reduced customer waiting time by 50%.
Lowering customer support costs
In the Netherlands, Samsung Electronics Benelux BV wanted to reduce the cost of its offshore support center, which relied on voice and email to communicate with customers. In collaboration with Khoros, Flow.AI and Teleperformance, Samsung Electronics Benelux has developed Sam – a digital assistant that is supported by 75 live agents. With a series of quick answers, Sam provided an interactive, step-by-step guide to help customers navigate their problems. After exchanging voice and email interactions with Sam, Samsung Electronics Benelux was able to reduce call center costs by 25%.
Get bigger conversions
In Peru, retailer Promart Homecenter wanted to improve communication throughout the customer experience. Working with developer partner Smarters to create an automated messenger experience, the assistant helped customers in various areas including checking the order status of products, assembling and installing services, product availability in store, and displaying stores and online purchases. By using Messenger for customer care, Promart not only did 60% of customer interactions with the automated assistant, it also achieved a 5 times higher conversion rate compared to its website alone.
Getting started with Messenger
To understand how companies like this one use the platform for customer care, we developed a playbook that you can use to gain valuable experience with Messenger. This three-step guide will provide you with insight into everything from starting Messenger as a support channel to learning how to incorporate it as part of your omni-channel strategy. Whether you’re learning to crawl, walk, or run with Messenger, this is how you can maximize your company’s customer support.
At a time when customer care and good communication are the keys to business success, discover what Messenger can do for you.
* Facebook IQ source: “Trends 2.0” by Crowd DNA (study commissioned by Facebook with 11,300 people in AU, BR, CA, DE, FR, GB, ID, IN, KR, NG and USA), September 2018. Unless otherwise stated, numbers are an average over 11 markets.