Why is Facebook messaging bad? We use it like chat. It integrates with our ticket system (zendesk). It’s great.
Almost everyone has a FB account. It’s a free chat system for support/information. I don’t see the issue. > On Mar 10, 2019, at 11:43 AM, Ken Hohhof <[email protected]> wrote: > > Since Zuckerberg’s blog post about the future of messaging on Facebook, there > has been a lot of discussion about how young people especially dislike the > public post approach of social media platforms like Facebook and prefer > alternatives like Snapchat and WeChat. > > Occasionally we get customers sending us a PM on Facebook, trying to use it > like tech support chat. We find it to be very inefficient, and try to get > them to email us or call, but most of the time they just engage in a series > of back-and-forth Facebook messages. This morning we got a message “I have a > question, can you help?” I don’t know, what’s the question? > > Unfortunately, Facebook seems to be the only social media app or platform > widely used by our not-so-young not-so-savvy customer base. At least as far > as we know. Maybe they are going crazy on Snapchat, Instagram, Slack, > WeChat, Twitter, or some other platform we don’t use. > > Are you folks finding something other than Facebook for your customers to > contact you with private messages? Maybe not a public platform at all but > some kind of chat feature on your website? But chat needs 24x7 staffing and > that means outsourcing or a chatbot, not sure I want to do that. We do have > a “contact us” form on the mobile version of our website, and sometimes > people do use that, but that only works if they answer their phone and/or > check their email. > -- > AF mailing list > [email protected] > http://af.afmug.com/mailman/listinfo/af_af.afmug.com
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