Sunday, December 3, 2023
Customer Experience

Facebook messaging or live chat software?

Facebook has declared a (free) version of Messenger to be used by companies on their websites. Talk goes that this add-on will absorb the live chat marketplace complete and describe the end for most web chat options.

There are, however, big differences between live chat software and Messenger when it comes to connecting with clients.

Those that are already predicting the demise of traditional chat channels might want to take these differences before ringing the death knell.

Trust and longevity

Messenger may be a tempting option, but is it a long-term one?

There is fear among businesses the site app is likely to be dropped by Facebook, leaving companies which utilize it outside. After all, this would not be the first time that Facebook has dropped an program. Parse — Facebook app development platform — has been discontinued in three years after they purchased it.

This wouldn’t be the first time that Facebook has dropped an unprofitable app

These longevity doubts create customer service dangers. Do you really want to acquire customers familiar with an app, spend some time getting used to it, just to have it stopped and unsupported and setting up it?

Internet conversation, on the other hand, is a service channel. A company that deals in chat software is going to be not as inclined to stop their product. That is their region of focus, while Facebook has its fingers.


Today’s consumers are increasingly protective of the information. The usage of this Messenger app in your site implies that Facebook will have the contact info of your clients, and there’s not much to prevent them until they are paid by you.

In short, you are handing over a number. Live applications gives no risk of this happening. The fiscal costs of the software are upfront, and any connections that come searching support belong for you: not Facebook, and not the chat provider.


Sometimes you want your customers to send info. It might be an affirmation of a password address or even payment details. Security is ensured. You’re in charge of the information, and you may be sure of your customer’s privacy.

Everything shipped is saved by Facebook and possibly monitored while using the Messenger app. Facebook Messenger has ever been in a position to gather and use your information and this is unlikely to change any time soon. So send information via a Facebook-owned program? Many out there will be uncomfortable with the thought, and this could translate into clients and contact

Convenience and availability

It is well worth remembering that despite its popularity, Facebook isn’t universal. Not everybody has a profile, and those that do might not want to share it. Facebook Messenger in your website’s use could force some clients to make a profile simply to speak to you, or compel them to give you a glimpse into their own lives that are protected.

Not everyone has a profile, and those that do might not want to share it

Yes, Facebook is full of information about your clients, and this information could well be useful. However, what about the people that don’t want to talk about their own social profiles? Messenger might feel as a pushy way to pry intotheir lifestyles they don’t need to discuss.

Live chat software offers an accessible choice. It can be used by anybody who visits your site, not only the ones with a profile on a separate social station. Live chat applications can use IP addresses to identify your clients, and any information they would like to provide you. What it will not do is force them to share personal information with your company to speak to you.

Customer service, your business

Many live software suites consist of remote desktop control crucial help desk features such as screen sharing, and ticketing as standard.

Facebook Messenger, on the other hand, is unlikely to supply the option co-browse to screen share or move your chats to you. This might hinder the efficiency of your customer service and leave customers feeling annoyed. It may be free to use, but Messenger as a web chat option could cost you in terms of customer service extent.

Customer support: you’re the client

Live chat software for a service pride themselves on customer care. Therefore, should anything go wrong there is a dedicated support team set up to have it repaired as soon as possible. A representative is ready to assist you, should you or your employees have any questions.

Facebook is unlikely to provide customer service or tech support to you once you require it. Have you tried getting customer support from Facebook? There are no available no service, contact details stations a help facility to navigate.

You are by yourself, if anything goes wrong with the website program. Additionally, the sub-par (if any) customer service you’re likely to get from Facebook is going to have a knock-on effect on your own customers. In case an issue arises with the contact station, you have to discover a way to describe that you can not repair the problem letting them down.

What’s it good for?

This is not to say Messenger is worthless. There are many things especially when used alongside more established customer contact channels, that Facebook Messenger could be helpful for.

It may be used as a channel for new client acquisition

Facebook Messenger can provide you with an enduring thread between clients, allowing you select up conversations or to go back at any time and view. Not many chat software applications supply this style of information retention.

Facebook also has a massive source of customer information in the shape of profiles, which might enable you to interact with every client, and provide a service that is bespoke for every person that buys you. Additionally, because Facebook has such a high number of consumers (roughly 1.5 billion), using Messenger as one option of many could mean it can be utilized as a channel for new customer acquisition.

Thus, Facebook Messenger may be added to complement an omni-channel approach — you’d get Messenger’s advantages, without the risks of relying upon it completely

Use with care

As with any communication station, there are pros and cons. It will never offer the scale, safety and service which includes a chat option when it may be a viable option for many small businesses.

Think of Messenger as an addition, like a rug to a room. It may add a splash of variety, but it can be dragged from underneath your feet at any given moment. Bear that in mind before you become hooked on it for your client support.

Anyhow, you can do more to help your customers with methods of discussion, which can be broadly available. You’d probably be better off going for a product you know is going to last, with service and no hidden prices from chat specialists.

That does not mean that you need ton’t use Facebook Messenger altogether. After all, you should never put your eggs all in one basket?