Facebook chat plugin is about to be removed from the shelves? Help you seamlessly transition to a new customer service model

Recently, Facebook announced a major update: effective May 9, 2024, the chat plugin will no longer be available. This change means businesses will no longer be able to interact with customers on their websites through this tool, severing one of the direct channels to engage with customers. Notably, the chat plugin's visitor mode, which allows non-Facebook users to communicate anonymously with businesses, will be discontinued, stripping businesses of the means to attract and serve potential customers who are unwilling to log in or lack a Facebook account.

 

The Importance of Facebook's Chat Plugin

For Businesses:

  • Customer Service Efficiency: The chat plugin enables swift responses to customer queries and needs, boosting the efficiency of customer service. Businesses can reduce wait times for customers, providing a more satisfying service experience.

  • Sales Conversion Boost: Interacting directly on the website can instantly address customer concerns during the purchase process, aiding in higher conversion rates and sales promotion.

  • Customer Insights and Data Collection: Through interactions, businesses can collect data on customer preferences and behaviors, better targeting the market and optimizing advertising and product development strategies.

 

For Customers:

  • Convenient Communication: Customers can easily start a conversation while browsing a business's website without switching apps or extra steps, greatly enhancing communication convenience.

  • Timely Problem Resolution: The real-time nature of the chat plugin allows customers to get quick answers to their issues, reducing potential dissatisfaction due to waiting.

  • Personalized Experience: Businesses can offer personalized services and recommendations through the chat plugin, making customers feel more cared for and providing an exclusive shopping experience.

 

Alternatives After the Discontinuation of Facebook's Chat Plugin

The cessation of the chat plugin will force businesses to find new tools to fill the communication gap, especially for those relying on it as a primary channel for customer service and sales, who may face risks of decreased customer satisfaction and conversion rates.

 

m.me Links

m.me links are direct Messenger links that lead users to a business's Messenger chat window when clicked, unaffected by the discontinuation of the Facebook chat plugin.

The format for Facebook Messenger links is: http://m.me/username or brand's page name (must be a public page user)

Businesses can integrate m.me links on their websites, email signatures, or marketing materials, ensuring customers can easily start conversations. This method can improve the efficiency of customer service. However, m.me links may not open in some network environments; if this happens, try switching networks.

 

SaleSmartly

SaleSmartly is an omnichannel customer communication platform that helps you integrate chat plugins into your website. After adding a chat plugin to your standalone site, it can automatically reply to visitor messages without redirecting to other pages, boosting conversation rates. Additionally, you can add lead generation components to the chat plugin, where visitors can click to be directed to corresponding channels for conversation, achieving lead generation, marketing, and query distribution benefits.

 

Transitioning from a Website Builder (For users who don't have their own website yet):

  1. Go to Shoplazza, sign up for an account, and complete the new user guide by clicking the flag at the top right.

  2. Click on "Apps" and find the SaleSmartly: Cross-Border Customer Service Chat System plugin.

  3. After being redirected to SaleSmartly's official website, click on "Create Plugin" and configure the style, buttons, and window settings of the plugin.

  4. After setting up, you can preview and send a message to test its feasibility.

  5. Messages will appear on the "Online Chat" page, and subsequent messages sent from the chat plugin will also be consolidated here.

  6. After a successful test, we can launch it. Then, a chat plugin entry will be added to our standalone site first, helping businesses seamlessly transition to a new customer service model. This ensures that even after the Facebook chat plugin is retired, businesses can maintain close contact with customers.

 

Setting Up Directly in SaleSmartly (For users who already have their own website):

This method involves embedding the chat plugin's code into your own website. For a detailed tutorial, refer to: How to edit and add a chat plugin? - SaleSmartly - Help Center - SaleSmartly User Guide

Subsequently, a series of automated operations can be set up through SaleSmartly, such as automatic replies, contact information collection, product recommendations, and chat transfers. These automation features can significantly improve the efficiency of customer service on standalone sites, while providing a personalized experience, helping businesses maintain high-quality customer interactions.

 

Further Reading

If you're interested in integrating various chat channels into your own website, you can learn more through the following blog articles:

Share this Article
Last modified: 2024-05-09Powered by