That opens up a broader issue of Facebook as a business media platform. We use
it mostly as a one-to-many broadcast medium, basically instead of a blog. I
find at least 4 things dissatisfying:
- Only works if recipient has a Facebook account (in other words, let’s FB
aggressively mine their data)
- Posts are very ephemeral, anybody who hasn’t seen you post in the first hour
will never see it
- Not indexed by search engines, so it doesn’t matter if you posted a great
answer to someone’s question a week ago
- Oriented around public sharing, not private messaging (why Zuckerberg is
getting his ass whipped by the Snapchats and WeChats of the world)
Our FB posts should really be a blog, but I’m not sure that would be
successful. Blogs are kind of in decline, it would probably have to be a
podcast or Youtube videos.
From: AF <af-boun...@af.afmug.com> On Behalf Of Bill Prince
Sent: Sunday, March 10, 2019 10:57 AM
To: AnimalFarm Microwave Users Group <af@af.afmug.com>
Subject: Re: [AFMUG] customer messaging alternatives to FB
I will never have a facebook account.
Does that mean you can't reach me, or does it mean that I end up with more of a
life?
--
bp
part15sbs{at}gmail{dot}com
On Sun, Mar 10, 2019 at 8:49 AM Matt Hoppes <mattli...@rivervalleyinternet.net
<mailto:mattli...@rivervalleyinternet.net> > wrote:
Why is Facebook messaging bad?
We use it like chat. It integrates with our ticket system (zendesk). It’s
great.
Almost everyone has a FB account. It’s a free chat system for
support/information.
I don’t see the issue.
On Mar 10, 2019, at 11:43 AM, Ken Hohhof <af...@kwisp.com
<mailto:af...@kwisp.com> > wrote:
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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