Facebook improves its customer service features for businesses across its platforms

Facebook is making it is easier for consumers and businesses to communicate across all of its apps, including Instagram and WhatsApp.

The social media platform has allowed business pages to choose all the messaging platforms it is available to communicate on.

While businesses can already purchase ads that encourage consumers to communicate with them via messages, now, Facebook will default the chat app in the ad based on where conversations are most likely to happen.

On hand-made, personalised or perishable products it enables users to start conversations to ensure their order can be fulfilled at the time they need it delivered.

While Facebook and Instagram are considered the main virtual storefronts for businesses to advertise on, Facebook is making it easier to communicate via other means by adding a WhatsApp click-to-chat button on storefronts.

READ MORE: WhatsApp trials business directory in-app

It is also planning on adding an option to create ads that click to WhatsApp directly from the Instagram app, so users are able to start conversations with businesses with just a tap.

The changes are being brought in to help small and medium sized businesses (SMEs) find new customers and streamline their customer service options.

The social media platform has advised its businesses to enable the messaging options which are most likely to encourage conversations with your customers that convert to orders.

The news comes after Facebook announced it was trialling storefronts in WhatsApp in areas of Brazil, with the intention to roll out the service to other countries if successful.

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