Since Zuckerberg's blog post about the future of messaging on Facebook, there has been a lot of discussion about how young people especially dislike the public post approach of social media platforms like Facebook and prefer alternatives like Snapchat and WeChat.
Occasionally we get customers sending us a PM on Facebook, trying to use it like tech support chat. We find it to be very inefficient, and try to get them to email us or call, but most of the time they just engage in a series of back-and-forth Facebook messages. This morning we got a message "I have a question, can you help?" I don't know, what's the question? Unfortunately, Facebook seems to be the only social media app or platform widely used by our not-so-young not-so-savvy customer base. At least as far as we know. Maybe they are going crazy on Snapchat, Instagram, Slack, WeChat, Twitter, or some other platform we don't use. Are you folks finding something other than Facebook for your customers to contact you with private messages? Maybe not a public platform at all but some kind of chat feature on your website? But chat needs 24x7 staffing and that means outsourcing or a chatbot, not sure I want to do that. We do have a "contact us" form on the mobile version of our website, and sometimes people do use that, but that only works if they answer their phone and/or check their email.
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