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   10 Reasons Your eCommerce Store Should Embrace Facebook Messenger Live Chat
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post type-post status-publish format-standard has-post-thumbnail hentry category-how-to-sell-online"id=post-7560><div id=post-content><h1 id=post-title>10 Reasons Your eCommerce Store Should Embrace Facebook Messenger Live Chat</h1><div class=post-content><div class=wrapper-content><div class=post-author><p class=name-author><span> By <a> Lori Dinh </a> </span> <a> <br> </a></div><div class=addthis_inline_share_toolbox></div><p><span style="font-weight: 400;"> The principle behind a live chat is to help businesses interact with their customers in real-time and in the absence of phone, email and other means of support. And it has spawned over the past years, paving new forms of live chat services, particularly messaging apps. In fact, messaging apps have been the </span> <a href=https://insights.fb.com/morethanamessage/?ref=fbiq_site# target=_blank> <span style="font-weight: 400;"> top one preference </span> </a> <span style="font-weight: 400;"> for chatting services. </span><p><span style="font-weight: 400;"> And what messaging app is the most sought after? Well, it’s Facebook Messenger. The live chat service of Facebook Messenger has grown exponentially </span> <a href=https://www.facebook.com/business/products/messenger-for-business target=_blank> <span style="font-weight: 400;"> over 1.3 billion users </span> </a> <span style="font-weight: 400;"> . This reveals a highly untapped potential for many eCommerce owners to start including <a href=https://beeketing.com/quick-facebook-chat?utm_channel=blog&utm_medium=SEO&utm_term=facebookmessengerlivechat target=_blank> Facebook Messenger Live Chat </a> as a part of their marketing. </span><p><span style="font-weight: 400;"> If the richness of potential audience doesn’t quite convince you yet, today, we’ll help you find the reasons why Facebook Messenger live chat is vital for your eCommerce store’s success. Ready? </span><h2><span style="font-weight: 400;"> 1 – Follow where your customers are, provide options </span></h2><p><span style="font-weight: 400;"> While real-time communication can be in a form of phone support, </span> <a href=https://insights.fb.com/morethanamessage/?ref=fbiq_site# target=_blank> <span style="font-weight: 400;"> 56% of people </span> </a> <span style="font-weight: 400;"> would rather use messaging apps than call customer service. And, Facebook Messenger’s more than </span> <a href=https://www.facebook.com/business/products/messenger-for-business> <span style="font-weight: 400;"> two billion messages </span> </a> <span style="font-weight: 400;"> exchanged monthly between people and businesses is a good testament to open Facebook Messenger’s door to your shoppers. </span><p>The huge audience in Facebook Messenger is rooted on the fact that customers want options as to how they can contact a business. Customers have different preferences. There are those who like to make a phone call, write an email or chat a support. Giving an option equates to catering to different types of folks, thus, satisfying each of their needs making everyone happy.<h2><span style="font-weight: 400;"> 2 – Less friction, more immediate support </span></h2><p><span style="font-weight: 400;"> Many of the available live chats we’ve encountered in the past required you to register and fill out your name, address, phone number, and email address. And most of the time, this frustrates shoppers because they want an immediate support but they have to go through that process. </span><p><span style="font-weight: 400;"> Using Facebook Messenger live chat eliminates that friction to your customer and gives them an instant access to your support. There are just basically two steps: </span><p style="text-align: center;"><a href=https://beeketing.com/quick-facebook-chat?utm_channel=blog&utm_medium=SEO&utm_term=facebookmessengerlivechat target=_blank> <img alt="Facebook messenger live chat"class="alignnone wp-image-7566 size-large"sizes="(max-width: 750px) 100vw, 750px"srcset="https://beeketing.com/blog/wp-content/uploads/2018/04/image2-1024x576.jpg 1024w, https://beeketing.com/blog/wp-content/uploads/2018/04/image2-300x169.jpg 300w, https://beeketing.com/blog/wp-content/uploads/2018/04/image2-450x253.jpg 450w"title="Facebook messenger live chat"height=422 src=https://beeketing.com/blog/wp-content/uploads/2018/04/image2-1024x576.jpg width=750> </a> Tool: <a href=https://beeketing.com/quick-facebook-chat?utm_channel=blog&utm_medium=SEO&utm_term=facebookmessengerlivechat target=_blank> Quick Facebook Chat </a> (free)<p><span style="font-weight: 400;"> Imagine if every time you require your customers to log in and what if they mistyped something? Some people have many emails too, so there’s a tendency that they’ll provide you with the least active one. Unlike Facebook, most people often have just one account. </span><p><span style="font-weight: 400;"> If you have not added Facebook Messenger Live Chat to your website yet, install Quick Facebook Chat now. It’s 100% free and takes less than 2 minutes to set up. </span><p><a href=https://beeketing.com/quick-facebook-chat?utm_channel=blog&utm_medium=SEO&utm_term=facebookmessengerlivechat target=_blank> <img alt="Facebook messenger live chat"class="aligncenter wp-image-7568 size-full"title="Facebook messenger live chat"height=60 src=https://beeketing.com/blog/wp-content/uploads/2018/04/1.png width=300> </a><h2><span style="font-weight: 400;"> 3 – Mine a rich personal data, improve customer service </span></h2><p><span style="font-weight: 400;"> Once a visitor engages with your ‘Chat Now’ button, you can immediately mine your audience’s personal data. Facebook shares with you the visitor’s full name, profile photo, gender, language preference, and time zone. </span><p><span style="font-weight: 400;"> These personal data help you create a rich and more personalized interaction based on who your visitor is and what they actually need. You can get insights from your audience data at your fingertips allowing you to focus more on the customer and create a positive experience. </span><h2><span style="font-weight: 400;"> 4 – Archive everything on Messenger </span></h2><p><span style="font-weight: 400;"> Compared to other communication methods, there’s always the possibility of losing your previous interactions. Let’s say you’re using a chat box that doesn’t store your data, so when a visitor leaves and closes the chat, all your conversations are lost and there’s no way you can go back to them again. </span><p><span style="font-weight: 400;"> This is where Messenger steps in. Your chats and any other actions performed by the visitor can be stored. The archive serves as an easy reference for your staff or even your customers when they contact you in the future. </span><p><span style="font-weight: 400;"> The customer’s chat history unravels who your visitor is and what he or she wants. You don’t need to ask them again because some data have been stored already. Were they inquiring about a phased out product? Did they ask about your newly launched product? All these questions can give you more insights than you can imagine. You can even segment your customers based on that information and target them according to the right campaign. </span><h2><span style="font-weight: 400;"> 5 – Enable customer transactions and more conversions </span></h2><p><span style="font-weight: 400;"> People who initiate a live chat goes beyond the fact that they want an answer to a query. They are more likely interested in your products that’s why they reach out to you. Thus, when a customer chats, you need to present your best foot forward because the path to purchase has already started. </span><p><span style="font-weight: 400;"> In fact, </span> <a href=https://insights.fb.com/morethanamessage/?ref=fbiq_site#> <span style="font-weight: 400;"> 33% of people </span> </a> <span style="font-weight: 400;"> who message a business in Messenger wants to make a purchase or place an order. Thus, your presence on Messenger enables your customers to browse your products and then, help you drive them to conversion. </span><h2><span style="font-weight: 400;"> 6 – Automate using Quick Replies and Bots </span></h2><p><span style="font-weight: 400;"> Facebook Messenger also helps you in automating the frequently asked questions to save you time and effort and only assist those who need immediate real-time support. You can do this either by using the ‘Quick Replies’ feature readily available in Messenger or by installing bots. </span><p><span style="font-weight: 400;"> For instance, you can use </span> <a href=https://developers.facebook.com/docs/messenger-platform/send-messages/quick-replies target=_blank> <span style="font-weight: 400;"> Quick Replies </span> </a> <span style="font-weight: 400;"> to automate the process of asking for a person’s current location, phone number, and email address. Here’s how it looks like: </span><p><a href=https://beeketing.com/quick-facebook-chat?utm_channel=blog&utm_medium=SEO&utm_term=facebookmessengerlivechat target=_blank> <img alt="Facebook messenger live chat"class="alignnone wp-image-7569 size-large"sizes="(max-width: 750px) 100vw, 750px"srcset="https://beeketing.com/blog/wp-content/uploads/2018/04/image31-1024x570.png 1024w, https://beeketing.com/blog/wp-content/uploads/2018/04/image31-300x167.png 300w, https://beeketing.com/blog/wp-content/uploads/2018/04/image31-450x250.png 450w"title="Facebook messenger live chat"height=417 src=https://beeketing.com/blog/wp-content/uploads/2018/04/image31-1024x570.png width=750> </a><p><span style="font-weight: 400;"> There are also nearly 20,000 bots for Messenger that you can choose from to build more interesting quick replies. You can build your own conversation flow by anticipating questions and providing defined answers. To know more, visit the </span> <a href=https://developers.facebook.com/docs/messenger-platform/getting-started/sample-apps target=_blank> <span style="font-weight: 400;"> example Bots for Messenger </span> </a> <span style="font-weight: 400;"> . </span><h2><span style="font-weight: 400;"> 7 – Flexible Handover Protocol </span></h2><p><span style="font-weight: 400;"> While there are bots to help you with your quick replies for frequently asked questions, there will be instances when questions raised by visitors will be more complex which requires intervention from the most suitable experts from your support team. </span><p><span style="font-weight: 400;"> Facebook Messenger has a </span> <a href=https://developers.facebook.com/docs/messenger-platform/handover-protocol target=_blank> <span style="font-weight: 400;"> Handover Protocol </span> </a> <span style="font-weight: 400;"> feature that allows two or more Facebook apps to join in a conversation by passing the authority of the conversation between them. For instance, a business can use one app to create automated responses from bots and the other app for customer support from live agents. </span><p><span style="font-weight: 400;"> If you have existing live chat apps, such as </span> <a href=https://beeketing.com/quick-facebook-chat> <span style="font-weight: 400;"> Quick Facebook Chat </span> </a> <span style="font-weight: 400;"> , you can integrate it with Messenger. The handover protocol cuts the way of asking the customers if they need live customer representative or not because it already knows when to transfer the customers based on the conversation. </span><h2><span style="font-weight: 400;"> 8 – Overturn the 24-hr business window, send push notifications </span></h2><p><span style="font-weight: 400;"> Facebook Messenger has </span> <a href=https://developers.facebook.com/docs/messenger-platform/policy/policy-overview target=_blank> <span style="font-weight: 400;"> 24-Hour Messaging Window </span> </a> <span style="font-weight: 400;"> which prevents businesses to respond to a message after the 24-hour time limit has already expired. The limit will only be refreshed each time a person messages to the business. This seems like a letdown but it actually safeguards your engagement with your customers by keeping it relevant and timely. Again, people need to make the contact first before you can engage with them. </span><p><span style="font-weight: 400;"> There are still good ways to bypass this 24-hour policy by sending push notifications using </span> <a href=https://developers.facebook.com/docs/messenger-platform/send-messages/message-tags> <span style="font-weight: 400;"> message tags </span> </a> <span style="font-weight: 400;"> . Message tags allow business the ability to send messages to a person outside of the regulated 24-hour window provided that they are updates or continual notifications. </span><p><span style="font-weight: 400;"> The message tags can be used as an automation opportunity as well. You can set up a shipping update to notify a recipient’s shipping status or issue resolution to message a recipient about a customer service problem. Learn more about message tags, visit </span> <a href=https://developers.facebook.com/docs/messenger-platform/send-messages/message-tags> <span style="font-weight: 400;"> supported Messenger notifications </span> </a> <span style="font-weight: 400;"> . </span><h2><span style="font-weight: 400;"> 9 – Re-engage with sponsored messages </span></h2><p><span style="font-weight: 400;"> Facebook also announced </span> <a href=https://developers.facebook.com/docs/messenger-platform/discovery/ads/sponsored-messages> <span style="font-weight: 400;"> sending sponsored messages using Messenger </span> </a> <span style="font-weight: 400;"> . Well, by sponsored messages, it means that your business has to shell out a budget in order to create an ad. The sponsored messages feature of Messenger allows businesses to re-engage conversations from customers who previously messaged them. </span><p><span style="font-weight: 400;"> Moreover, these sponsored messages can bypass the 24-Hour messaging window. But, the message will be labeled as ‘Sponsored’ in the chat once sent. This allows businesses to nurture the existing relationships with their customers by sending relevant updates and contents. Here’s how it looks like: </span><p style="text-align: center;"><span style="font-weight: 400;"> <a href=https://beeketing.com/quick-facebook-chat?utm_channel=blog&utm_medium=SEO&utm_term=facebookmessengerlivechat target=_blank> <img alt="Facebook messenger live chat"class="wp-image-7570 size-large aligncenter"sizes="(max-width: 750px) 100vw, 750px"srcset="https://beeketing.com/blog/wp-content/uploads/2018/04/image1-1024x576.jpg 1024w, https://beeketing.com/blog/wp-content/uploads/2018/04/image1-300x169.jpg 300w, https://beeketing.com/blog/wp-content/uploads/2018/04/image1-450x253.jpg 450w"title="Facebook messenger live chat"height=422 src=https://beeketing.com/blog/wp-content/uploads/2018/04/image1-1024x576.jpg width=750> </a> </span> <span style="font-weight: 400;"> Tool: <a href=https://beeketing.com/quick-facebook-chat?utm_channel=blog&utm_medium=SEO&utm_term=facebookmessengerlivechat target=_blank> Quick Facebook Chat </a> (free) </span><h2><span style="font-weight: 400;"> 10 – Gauge customer satisfaction instantly </span></h2><p><a href=https://insights.fb.com/morethanamessage/?ref=fbiq_site#> <span style="font-weight: 400;"> 30% of people </span> </a> <span style="font-weight: 400;"> use Messenger to provide a feedback about a business. You can automate the process of asking for feedback or customer satisfaction instantly by using third-party apps such as </span> <a href=https://www.surveymonkey.com/curiosity/surveys-facebook-messenger/> <span style="font-weight: 400;"> Survey Monkey </span> </a> <span style="font-weight: 400;"> . </span><p><span style="font-weight: 400;"> Depending on how the conversation is going, say, for example, the questions have been answered already and the customer is about to leave the conversation. You can automatically ask the customers to answer a customer satisfaction survey to gauge their experience. There’s </span> <a href=https://www.surveymonkey.com/curiosity/surveys-facebook-messenger/> <span style="font-weight: 400;"> available template </span> </a> <span style="font-weight: 400;"> from Survey Monkey which looks like this: </span><h2><span style="font-weight: 400;"> Offer Real-time Experience </span></h2><p><span style="font-weight: 400;"> Real-time customer interaction is an inevitable part of your overall shopper’s journey. Not only that it’s a form of customer support, but it has untapped potentials for conversion. With the many live chat platforms available now for many eCommerce stores, Facebook Messenger is one of the most versatile and popular messaging apps today. </span><p><strong> <strong> <a href=https://beeketing.com/quick-facebook-chat?utm_channel=blog&utm_medium=SEO&utm_term=facebookmessengerlivechat target=_blank> <img alt="Facebook messenger live chat"class="aligncenter wp-image-7568 size-full"title="Facebook messenger live chat"height=60 src=https://beeketing.com/blog/wp-content/uploads/2018/04/1.png width=300> </a> <br> </strong> </strong><p><span style="font-weight: 400;"> Whether you’re starting a conversation with a brand new customer or nurturing a relationship with a long-time client, Facebook Messenger has a lot of things to offer for your business. It helps you expand your messaging channels to where your customers spend most of their time. It also creates a more personal approach to your engagement and encourages conversations into conversions. What we’ve shown you today gives the right reasons why and how Messenger can help your eCommerce store succeed. </span><p> <p> </div><div class=related-posts><div class=relate-content><h3 class=related-title>Recommended for you</h3><div class="recommend-content row"><div class="recommend-item col-md-4 col-sm-4 col-xs-12"><div class=related-thumb><a rel="Related Post"title="How to Sell Online Successfully: 2017 Trends and Best eCommerce Strategies to Win 7-Figure Sales"href=https://beeketing.com/blog/how-to-sell-online-successfully-beeketing/> <img alt="how to sell online"class="attachment-post-thumbnail size-post-thumbnail wp-post-image"sizes="(max-width: 1812px) 100vw, 1812px"srcset="https://beeketing.com/blog/wp-content/uploads/2016/12/how-to-sell-online-011.jpg 1812w, https://beeketing.com/blog/wp-content/uploads/2016/12/how-to-sell-online-011-300x110.jpg 300w, https://beeketing.com/blog/wp-content/uploads/2016/12/how-to-sell-online-011-1024x377.jpg 1024w, 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