Build lasting relationships
Customer Service on Messenger
Build lasting customer relationships through conversation on the channel your customers prefer[1]. No more waiting on hold or repeating support issues to multiple agents — the conversation stays in Messenger and is easily accessible for handover and re-engagement.
Powerful Automation
Leverage structured flows and natural language processing to provide immediate answers to your customers’ most common questions — helping increase satisfaction and containment rates
Live Agent Support
Offer live agent support in a convenient channel that many customers use every day
Seamless Transitions
Leverage Messenger’s handover protocol to seamlessly transition between automated messaging and live agent support
Increasing customer service productivity with Messenger
+29%
Reduction in handling time for customer care agents
5x
the amount of interactions agents can handle simultaneously vs. phone
+83%
Anticipated cost reduction in customer care channels at scale
To improve customer service response times and agent productivity, Volaris tested the Facebook Chat Plugin on their website with 50% of visitors. Because the Chat Plugin connected directly with Volaris’s customer service software (Conversocial), live agents were able to manage five interactions simultaneously in Messenger versus only one over the phone. After 6 months, the Mexican airline saw a 29% reduction in handling time. As a result of the successful test, Volaris has implemented the solution to 100% of web visitors, with an anticipated cost reduction of 83% in customer service channels.
Customer Care Playbook
When it comes to running a business, customer care is important. And good customer support starts with good communication.
We’ve developed a playbook to help you build a valuable experience on Messenger. Get insights on everything from starting Messenger as a support channel to learning how to incorporate it as a part of your omni-channel strategy.
How Messenger connects with your customers
Respond to product inquiries from story replies, comments and messages from posts on Instagram.
Chat Plugin
The Facebook Chat Plugin makes it easy for people to start conversations with your business while browsing your website.
Facebook Page
Make it easy for people to reach out by adding a "Send Message" call-to-action to your Page or Page posts.
m.me Links
Start conversations from hyperlinks that you can add to emails, messages, social media posts, and more.
QR Codes
QR codes make it easy to start conversations in Messenger from offline locations such as in-store signage, product packaging, direct mail, and more.
Messenger Success Stories
Learn how brands and business around the world leverage Messenger to build customer relationships.
Messenger Solutions
These are the building blocks of your Messenger experience. Whether you’re looking to generate leads, drive sales, or provide customer service, we have the solutions you need.
Find a Developer Partner
Our Partner Directory will help you find a developer partner with experience building Messenger solutions.
Start Building
Our developer documentation contains information you need to get started with Messenger.