Facebook Messenger is continuing to raise the bar on customer engagement and customer experience. As more and more brands are onboarding Messenger into their digital customer relationship plans, Facebook is implementing certain “rules” to ensure that the customer experience isn’t put into jeopardy and that brands can really transform this messaging app into the number one service channel. Facebook has over 1 billion users to serve, and it seems they are doing everything right to ensure that engagement does not decline with the insurgence of bots and customer care, but rather that the experience thrives.
Brands who are adding Messenger to their suite of service channels are experiencing amazing gains in service volume and performance on important metrics such First Response Times.
Read on to learn how to navigate through Facebook’s newest release of specifications for brand engagement on Messenger. Below we’ve outlined the 5 most important takeaways from the new platform policies.