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A user who presents a problem and receives no response is almost certainly a lost customer. Anyone can connect with you at any time and the use of programs, in addition to reducing customer service costs by 30% , will give you the opportunity to start a conversation with each of your customers. Messenger can help you select and build the right bot for you. Furthermore, the software allows you to use a browser platform from which to manage multiple interactions simultaneously:
comments on the Facebook page, active chats and comments you receive on Instagram if you have associated a profile. Reply quickly Another advantage of bots: timeliness. You will surely have noticed that on some Facebook pages there is a badge Mobile Phone Number attesting to " high responsiveness to messages ". This is achievable with a 90% response rate (See point 2) and a 15 minute response rate ( Mind you , scheduled responses from the “Settings” ). Speed of response is important: Freshsparks reported that 42% of customers expect a response from customer service in 60 minutes. Disappointment due to a lack of response could have more effects:
the same source reports that statistically 56% of disappointed people will no longer want to use your services; 52% will talk about it to relatives and friends; 54% will attempt to report the problem to a supervisor. messenger5 Always be courteous Even though a question or complaint may be posed incorrectly, make kindness the modus operandi of your customer service. Always remember that the screen is around the corner and rudeness is more newsworthy than 100 problems solved! Social network sites are often the first window with which the customer interfaces, the professionalism in the response will accompany the customer towards a degree of satisfaction that will benefit your name. Use customers' first names Remember, you are not a robot ! And the customer doesn't like automatons.
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