some of us are far from 24/7 ;)
----- Original Message -----
From: Matt Hoppes
To: AnimalFarm Microwave Users Group
Sent: Sunday, March 10, 2019 11:14 AM
Subject: Re: [AFMUG] customer messaging alternatives to FB
Why are you having hour long lags? Facebook pages messenger will pop up
instantly on your phone and computer.
We suck the messages into zendesk so anyone can reply to them.
We can literally have a shift change and the customer doesn’t know. The
conversation just keeps on going.
If the person doesn’t reply - that’s their problem. Not yours.
If you aren’t getting notifications for hours - that’s your problem fix it.
Enable local notifications for Facebook pages on your phone if you’re a one
man show - or suck it to your ticket system.
Don’t ask “what lights are on” ask “please send a picture of the front of the
router”
Use the tool you have.
On Mar 10, 2019, at 12:07 PM, Ken Hohhof <af...@kwisp.com> wrote:
If nothing else, the lag between messages is often hours. And you’ll ask a
question like is the light on the POE green and 2 hours later you’ll get an
answer like the box has some lights on.
For me, if a customer leaves an email or voice message, I know within
minutes, no matter where I am. OK, maybe not so much if I’m sleeping. But I
often don’t know someone has sent a message via Facebook until I get the email
reminder from Facebook, and they have a lag in the email notifications. So
once someone starts a conversation on FB, I have to stay camped on FB via my
laptop or phone, which is annoying if the customer takes hours so respond.
I actually prefer text messages now that people are getting good at
attachng a cellphone photo to a text message. As they say, one picture is
worth a thousand words.
From: AF <af-boun...@af.afmug.com> On Behalf Of Matt Hoppes
Sent: Sunday, March 10, 2019 10:48 AM
To: AnimalFarm Microwave Users Group <af@af.afmug.com>
Subject: Re: [AFMUG] customer messaging alternatives to FB
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> 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.
--
AF mailing list
AF@af.afmug.com
http://af.afmug.com/mailman/listinfo/af_af.afmug.com
--
AF mailing list
AF@af.afmug.com
http://af.afmug.com/mailman/listinfo/af_af.afmug.com
------------------------------------------------------------------------------
--
AF mailing list
AF@af.afmug.com
http://af.afmug.com/mailman/listinfo/af_af.afmug.com
--
AF mailing list
AF@af.afmug.com
http://af.afmug.com/mailman/listinfo/af_af.afmug.com
