Facebook will now allow businesses to deliver automated customer support, ecommerce guidance, content, and interactive experiences through chatbots.

Three reasons why FB chatbots are exciting for customer service:

1. Brands are already thinking about messenger. Facebook messenger already has 900 million users per month, and Facebook has recently opened a special pilot program for brands to use messenger for customer service.

2. Customers tend to ask the same questions over and over again. Companies will save money and provide easy help to customers by providing answers over the chatbots

3. Messenger allows the both the customer and the company to retain conversations from the last interaction.

Customers will also be able to opt-in to receive personalized updates, like order confirmation and shipment notifications, directly in Messenger.

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WHO IS BLAKE?
Blake Morgan is a customer experience adviser that has worked with Intel, Verizon Wireless, Verizon, Newmark Knight Frank Retail, One Medical, Misfit Wearables (Shine), Pega Systems, Clarabridge, Zendesk, Sparkcentral, Sukhis Indian Food, Curry Up Now and more. She was recognized by ICMI as a top 50 thought leader for 2015.

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