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Customer Care and Why It Matters for Businesses

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When it comes to running a business, customer care is important. And good customer support starts with good communication. It helps cultivate loyal customers, generates new business and enhances 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?

Reaching customers where they’re at

Enter messaging. For the past few years, people have increased the amount of messaging they do with friends and family — and people increasingly expect to message businesses in the same way*. So at Messenger, we’re making it even easier for companies to connect with customers in a way they prefer. Messenger lets businesses interact with customers on a personal level in the channel where they spend their time. We’ve worked with several companies around the globe to see how they use Messenger as part of their customer care solution.

Handling a greater number of inquiries

In Hong Kong, Ikea wanted to automate aspects of its customer service experience so that its live agents could focus on troubleshooting more complex cases. Through an automated experience built 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 inquiry was resolved. For queries that couldn’t be resolved through AI, the experience integrated with chat support where the issues were addressed by live agents. In just two years, Ikea grew its customer care channel on Messenger by 300% and increased its live agent productivity by 78%.

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Improving customer wait time

In Vietnam, TPBank wanted to cut the wait time for people calling into its customer care hotline. Working with BoostML, the bank created an automated digital assistant for Messenger that delivered a personal yet frictionless customer service experience without long waits. Whether customers needed to change their PIN number, lock their cards or view their credit card offers, they could do it easily and securely through Messenger. After implementing the Messenger experience, TPBank reduced customer wait time by 50%.

Lowering customer care costs

In the Netherlands, Samsung Electronics Benelux B.V. wanted a way to reduce the costs of its offshore support center that relied on voice and email to communicate with customers. Working with Khoros, Flow.AI and Teleperformance, Samsung Electronics Benelux created, Sam—a digital assistant supported by 75 live agents. Using a series of quick replies, Sam provided interactive, step-by-step guidance to help customers navigate their issues. After replacing voice and email interactions with Sam, Samsung Electronics Benelux was able to cut its call center costs by 25%.

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Driving greater conversions

In Peru, retailer Promart Homecenter wanted a way to improve communication throughout its customer experience. Working with Developer partner Smarters to create an automated Messenger experience, the assistant helped customers in several areas including checking the order status of products, assembly and installation of services, availability of in-store products, viewing store locations and making online purchases. By using Messenger for customer care, Promart not only fielded 60% of customer interactions with the automated assistant, it also drove a 5X greater conversion rate compared to its website alone.

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Getting started with Messenger

By understanding how companies like these use the platform for customer care, we’ve developed a playbook to help you build a valuable experience on Messenger. In this three-stage guide, you’ll get insights on everything from starting Messenger as a support channel to learning how to incorporate it as a part of your omni-channel strategy. Whether you’re learning to crawl, walk or run with Messenger, you’ll learn ways to help maximize your business’ customer care.

In a time when customer care and good communication are key for business success, discover what Messenger can do for you.

* Facebook IQ source: “Trends 2.0” by Crowd DNA (Facebook-commissioned study of 11,300 people across AU, BR, CA, DE, FR, GB, ID, IN, KR, NG and US), Sep 2018. Unless otherwise specified, numbers are an average across 11 markets.

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Facebook-Meta Earns the ‘Worst Company of 2021’ Title in This Survey

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Facebook has had its share of controversies this year. The company was under more scrutiny after whistleblower Frances Haugen leaked a series of internal documents.

Facebook parent Meta has been named the Worst Company of the Year (2021) by Yahoo Finance respondents. According to the publication, an “open-ended” survey was published on Yahoo Finance on December 4 and 5, where 1,541 respondents participated. Facebook received 8 percent of the write-in vote, but respondents were seemingly mad about the Robinhood trading app as well. Electric truck startup Nikola, which was named last year’s worst company by the same publication also faced respondents ire.

Yahoo Finance notes, “Facebook has had its share of controversies this year.” Starting in January, Meta-owned WhatsApp got caught up in a huge controversy after the messaging app announced a new privacy policy (Terms of Service). WhatsApp said it would collect user information and share it with third-party apps for a better user experience. However, the app gave users no choice but later made modifications to the policy under pressure. Similarly, the company was under more scrutiny after whistleblower and former Facebook employee Frances Haugen leaked a series of internal documents showing the company’s problematic practices. It was revealed that Meta-owned Instagram had a negative impact on teenage girls, but the company did almost nothing to rectify the problem.

Yahoo Finance even highlights, “At the same time, some critics, including conservatives, say Facebook over-policed the platform’s speech and stifled their voices.” Critics also blame Facebook and other social media platforms for not curbing hate speech that led to Capitol Building riots.

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However, around 30 percent of Yahoo Finance readers said that Facebook or Meta could redeem itself. One respondent suggested that the company could issue a formal apology for negligence and donate a sizable amount of its profits to a foundation to help reverse its harm.

On the other hand, respondents chose Microsoft as the Company of the Year (2021). The Satya Nadella-led company touched the trillion-mark this year and introduced notable upgrades. The most notable is the Windows 11 OS update that succeeds Windows 10.

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Facebook pays 1.7 Cr fine to Russia after failing to delete content Moscow deems illegal

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In the latest legal tussle with Russia over controversial social media regulation laws, Facebook paid 17 million roubles (Rs 1.7 Crore) for failing to remove content deemed illegal by Moscow. With a threat of potential larger fines looming, Facebook parent company Meta, owned by Mark Zuckerberg, is scheduled to face court next week over repeated violations of Russian legislation on content, Interfax News Agency reported. As per the latest updates, the social media giant could be fined a percentage of its annual revenue.

In October, Moscow sent state bailiffs to enforce the collection of 17 million roubles. Meanwhile, as per Interfax report citing a federal bailiffs’ database, on Sunday, there were more enforcement proceedings against the company. Apart from the popular social media app, Telegram has also paid 15 million roubles in fines for failing to comply with the Russian social media legislations that came into force in 2016.

Facebook pays $53k to Russia for refusing controversial social media laws

It is pertinent to mention that Facebook has locked horns with Moscow earlier in November, resulting in it paying 4 million roubles ($53,000) over its refusal to adhere to Russian data localisation laws, the Moscow Times reported. The Moscow court on November 25 had said that Facebook paid the fine levied in February, following which all proceedings against the US-based social media giant. The payment comes against the litigation filed against the company in 2018, alongside Twitter. The tech companies were also forced to pay an additional 3000 rubles ($40) for failing to comply with user data sharing rules as per the law. The Russian authorities have also previously blocked LinkedIn, owned by Microsoft, for failing to abide by the laws.

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Russian social media laws

As per Moscow Times, under the Russian social media regulation laws, all foreign technology companies are required to store data related to Russian customers and users on servers located in Russia. Additionally, the Russian tech companies will also have to share encryption data with the federal authorities as well as record user calls, messages and civil society group conversation records. The apparatus is said to be a severe breach of privacy rights and unfettered back-door access to personal data that could be used to harass Kremlin critics.

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Facebook Messenger Is Launching a Split Payments Feature for Users to Quickly Share Expenses

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Facebook Messenger Is Launching a Split Payments Feature for Users to Quickly Share Expenses

Meta has announced the arrival of a new Split Payments feature in Facebook Messenger. This feature, as the name suggests, will let you calculate and split expenses with others right from Facebook Messenger. This feature essentially looks to bring an easier method to share the cost of bills and expenses — for example, splitting a dinner bill with friends. Using this new Split Payment feature, Facebook Messenger users will be able to split bills evenly or modify the contribution for each individual, including their own.

The company took to its blog post to announce the new Split Payment feature in Facebook Messenger. 9to5Mac reports that this new bill splitting feature is still in beta and will be exclusive to US users at first. The rollout will begin early next week. As mentioned, it will help users share the cost of bills, expenses, and payments. This feature is especially useful for those who share an apartment and need to split the monthly rent and other expenses with their mates. It could also come handy at a group dinner with many people.

With Split Payments, users can add the number of people the expense needs to be divided with and, by default, the amount entered will be divided in equal parts. A user can also modify each person’s contribution including their own. To use Split Payments, click the Get Started button in a group chat or the Payments Hub in Messenger. Users can modify the contribution in the Split Payments option and send a notification to all the users who need to make payments. After entering a personalised message and confirming your Facebook Pay details, the request will be sent and viewable in the group chat thread.

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Once someone has made the payment, you can mark their transaction as ‘completed’. The Split Payment feature will automatically take into account your share as well and calculate the amount owed accordingly.


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Tasneem Akolawala is a Senior Reporter for Gadgets 360. Her reporting expertise encompasses smartphones, wearables, apps, social media, and the overall tech industry. She reports out of Mumbai, and also writes about the ups and downs in the Indian telecom sector. Tasneem can be reached on Twitter at @MuteRiot, and leads, tips, and releases can be sent to tasneema@ndtv.com.

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