Why link Facebook Messenger to your customer service software?

Facebook messenger

Many companies have a company account on Facebook: this often contains general company information and posts that may be interesting for the target group. In the specific case of e-commerce, Facebook is also a suitable channel to promote products in your webshop or place targeted advertisements, for example. But Facebook is also used to communicate with customers. This is done via Facebook Messenger: the chat function within Facebook.

Below we explain why it is advisable to link Facebook Messenger to your customer service environment and what Belco can do for you in this area.

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Why link Facebook Messenger to your customer service software?

Many e-commerce companies find it a difficult dilemma: on the one hand, they want to be available to the customer on as many different channels as possible, but an employee must always be available to monitor all these individual channels and ask questions. from customers to answer.

Because the additional challenge is that the customer usually does not patiently wait for an answer: they prefer an immediate response. Belco's software responds to this in a smart way: all communication enters into one system: whether it concerns WhatsApp, Instagram or in this case Facebook Messenger. This way, as a customer service representative, you always keep an overview.

In Belco you can link Facebook Messenger to our customer service software in a few simple steps. All incoming messages then arrive via Belco and are automatically linked to the corresponding customer data.

Linking Facebook Messenger to Belco - 3 advantages

1. Automatic customer recognition

When a customer sends you a message via Facebook Messenger and the customer's details are known, for example because the customer has contacted you previously, you immediately see all the customer's details: from contact details to communication and order history. This information will help you enormously to help the customer quickly and efficiently. ‍

2. Automatically forwarded messages

Unfortunately, Facebook Messenger is not the only (social media) channel for companies where customers communicate with you. This can also be via WhatsApp, Instagram, email or an external party. Before you know it, you spend a lot of time logging in to all these channels separately, which costs you a lot of time. With Belco customer service, all messages are received in one system and you can handle them immediately.

3. Create follow-up

Sometimes you can handle a customer's question or problem immediately, but it also happens that a follow-up action needs to be scheduled. You can easily create a ticket for this in Belco, possibly with a reminder message and a note to yourself or a colleague. ‍

Curious about how Belco works in practice? Try the software for free for 2 weeks: without obligation and it stops automatically after 2 weeks.