I'm traveling around Aisa right now and Viber direct message or calls are a huge thing here
On Mon, Mar 11, 2019, 12:08 AM 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 >
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