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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%.

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%.

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.

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.

Download the Playbook

* 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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