How Businesses Are Using Chatbots to Improve CSAT and Build Customer Loyalty
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At its core, Messenger is an instant messaging communication app for one-on-one and group conversations. It also allows users to share photos and videos, as well as send emojis and stickers. Users can also make voice and video calls, and use link sharing to connect with new contacts.
Messenger offers a range of settings for customizing the experience, including options to change the color theme and turn off notifications on a per-conversation basis. A user can also see when a contact is typing, and can read receipts. Users can also archive or unarchive messages to keep or hide them from view.
Many businesses are using chatbots to provide customer support over Messenger. This is a powerful and effective way to improve customer satisfaction (CSAT) and build loyalty. Customers like the personal feeling of getting help through a conversational interface, and companies can save money by automating responses to frequently asked questions.
Users can connect with businesses over Messenger and get help with a variety of tasks, such as checking sports scores or weather, making a purchase, booking movie tickets, or ordering food delivery. Users can even book a flight or hotel through the app, and can get assistance with a lost or stolen phone. In addition to facilitating communications with businesses, Messenger supports group chats, and is integrated with other Facebook products such as Instagram and WhatsApp. Messenger users can also report conversations that violate the company’s community standards, such as bullying or impersonation.