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Omnichannel customer contact

Facebook Messenger: often a “forgotten child”

By 4 December 2020No Comments

Some companies choose to deploy chatbots via Facebook Messenger. However, your customers will soon realize that they are not talking to a human being but to a robot, and that detracts from their appreciation of your customer service. It is possible to use a chatbot to filter the customer demand. You choose for a hybrid system, where you use a robot for the first contact and immediately after that you switch to contact with an employee. Unlike a system that only uses chatbots, a hybrid system does not downgrade customer ratings. Customer questions can be answered quickly and easily with a hybrid system.

Ralph Heeneman

Ralph is oprichter en projectmanager van Byteleaders. Hij is gespecialiseerd in klantcontact oplossingen.

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