• Blog Homepage
  • Website Navigation
  • SHOPLINE News
    • Merchant Gathering
    • Latest Features
  • Brand Stories
    • Entrepreneur Interviews
    • Merchant Showcase
    • Shops We Recommend
    • Cross-border Showcase
  • Digital Marketing
    • AdWords
    • eCommerce Strategy
    • Facebook Marketing
    • Social Media Trend
    • SEO Tutorial
  • e-Commerce Starter Kit
    • Omnichannel Commerce
    • Online Store
    • Physical Store
LoginGet Started
  • Free Trial
Academy
  • Features
  • Pricing
  • Showcase
  • Academy
  • Resources
    • Shop Setup
    • Themes
    • FAQ
Log inGet Started
  • 14-day trial
SHOPLINE
Academy
Menu
  • Homepage
  • SHOPLINE News
        • Merchant Gathering
        • Latest Features
        • SHOPLINE NEWS

          SHOPLINE adds Instagram LIVE integration to suite of Social Commerce solutionsSHOPLINE adds Instagram LIVE integration to suite of Social Commerce solutions
          Instagram CommerceInstagram Marketing
          January 10, 2022January 10, 2022
          SHOPLINE adds Instagram LIVE integration to suite of Social Commerce solutions
          June 18, 2020June 18, 2020
          Build Customer Relationships That Outlasts the COVID-19 
          O2O
          September 25, 2019September 25, 2019
          Integrate Your Online & Offline Member Data With SHOPLINE’s Kiosk O2O
          Cross-border Commerce
          July 30, 2019July 30, 2019
          Malaysia—The Next Cross-Border e-Commerce Promise Land
  • Brand Stories
        • Cross-border Showcase
        • Merchant Showcase
        • Entrepreneur Interviews
        • Shops We Recommend
        • Brand Stories

          Merchant Showcase
          November 5, 2019November 5, 2019
          Growing 50% of Sales In a Year, The Secret of Life WareHouse’ Success
          Cross-border Commerce
          September 18, 2019September 18, 2019
          Omni-Channel and Cross-Border Commerce is Shaping the Future of Retailing
          Cross-border Commerce
          September 2, 2019September 2, 2019
          5 Ways to Handle Transaction with Local Payment Methods in Malaysia
          Merchant Showcase
          July 30, 2019July 30, 2019
          [Brand Story] Durex Reaches Climax With 50% of Sales from e-Commerce. 
          Merchant Showcase
          July 29, 2019July 29, 2019
          [Brand Story] Beseye, a Cloud-Based Home Surveillance Camera Selling Worldwide
          Cross-border CommerceStartup Stories
          July 19, 2019July 19, 2019
          [Brand Story] Cubiio—How the Taiwanese Brand Went From Kickstarter to Selling in Over 82 Countries
  • Digital Marketing
        • e-Commerce Strategy
        • Social Media Trends
        • SEO Tutorial
        • Facebook Marketing
        • Google Ads
        • Digital Marketing

          June 8, 2021June 8, 2021
          Enhance Customer Service Level at Zero Cost! Install Facebook Business Extension to Enable Messenger Plugin on your Brand Website Now
          March 11, 2021March 11, 2021
          What should I do with the iOS 14 Privacy Policy “Anti-Ad Tracking”? 4 countermeasures for brand e-commerce sellers
          June 18, 2020June 18, 2020
          Build Customer Relationships That Outlasts the COVID-19 
          2020 Trends
          November 27, 2019November 27, 2019
          5 Emerging Commerce Trends to Watch Out in 2020
          Google Ads
          November 22, 2019November 22, 2019
          Start Using Google Smart Campaigns to Drive Profits!
          Instagram Marketing
          October 17, 2019October 17, 2019
          5 Must-Know Instagram SEO Hacks to Optimize Your Brand Exposure
          Social Media
          October 14, 2019October 14, 2019
          5 Tips to Boost Your Sales and Followers on Instagram
          sigle-page website
          Website Builder
          October 14, 2019October 14, 2019
          Build Your Single-Page Website To Improve Conversion Rate and Boost in Revenue
          Digital Marketing
          October 14, 2019October 14, 2019
          Spy Your Competitors on Facebook, Google, Instagram and Twitter with These Tools
  • e-Commerce Starter Kit
        • Omni Channel
        • Physical Store
        • Online Store
        • e-Commerce Starter Kit

          eCommerce Operation
          November 22, 2019
          5 Decisions to Make Before Starting Your Business
          Subscription business model
          September 25, 2019September 25, 2019
          Let Your Customers Buy More & Extend Customer Lifetime Value With Subscription-based business
          Marketing Tools
          August 14, 2019August 14, 2019
          6 SHOPLINE Marketing Tools to Boost Your e-Commerce Sales!
          Website Builder
          August 14, 2019August 14, 2019
          SHOPLINE or Wix? 5 Questions to Reveal Which Web-Builder is the Right one For Your Business!
          O2O
          August 7, 2019August 7, 2019
          Create Unique Customer Experience With Omni-Channel Retailing
          Google Analytics
          July 24, 2019July 24, 2019
          Get Started on Data-Driven Marketing with Google Analytics e-Commerce Reports
          2019 e-Commerce TrendDigital Marketing
          July 23, 2019July 23, 2019
          5 Steps to Use Landing Page to Attract Customers and Boost Sales
          2019 e-Commerce TrendOnline Store
          July 11, 2019July 11, 2019
          7 Mistakes to Avoid in Building Your Online Store
    Home Digital Marketing Enhance Customer Service Level at Zero Cost! Install Facebook Business Extension to Enable Messenger Plugin on your Brand Website Now

Enhance Customer Service Level at Zero Cost! Install Facebook Business Extension to Enable Messenger Plugin on your Brand Website Now

June 8, 2021

 

“Excellent customer service vigorously enhances the favorability of your brand!”

 

In an Omni-channel era, a brand should fulfill each customer’s needs in every channel. Besides the products themselves, “customer service” can be viewed as one of the must-haves of every brand and company. As an E-commerce shop owner, doubtlessly you have to deal with hundreds of millions of messages from your customers on a day-to-day basis, from consulting over the products, the return and exchange process, to the pay and delivery methods confirming, if you don’t have a corresponding managing strategy for these questions, the enormous labor cost is considerable. Not even to mention that your customers could be furious if you don’t reply to them immediately. From now on, Facebook Messenger Chatbot can help you ease off the pressure!

 

Try to recall that, where are some occasions customer service conversations usually occur?

 

In terms of an E-commerce brand, the occasions should be nowhere else than the customer service channel on its website, the remark column in its orders, comment sections on its social media, and its instant messaging apps. Among them all, social communication apps (Facebook Messenger, LINE, and Instagram direct) is the most dominant one, as they are the quickest way a consumer can reach out to a brand. According to the statistics from a data analytics company, statistic (2021), Whatsapp and Facebook Messenger active users are over 3.3 billion added up. Sheryl Sandberg, Facebook COO, also mentioned at an earnings conference call a few years ago, that over 18 million corporations are communicating with their consumers through Facebook Messenger. Overlooking the current growth trend of social E-commerce, the figure has certainly grown. 

Figure 1. Mobile APP monthly active users (statistic, Jan 2021)

The above data suggests twophenomena:

  • More and more people start using Facebook Messenger to ask corporations for service.
  • More and more corporations allow Facebook Messengers to be one of their customer service channels. 

In response to the trend of corporations using Facebook Messenger as a customer service software, several software companies developed various plugins for Facebook Messenger, which can be installed directly into the webpage by shop owners themselves, and easily impress customers by doing so. Facebook also noticed this demand from corporations, so they further released a “Customer Chat Plugin” to integrate Messenger into the websiteand assist corporations to provide personalized service to their customers.

 

If you are not a SHOPLINE user, follow the guideline of Customer Chat Plugin to set. In contrast, if you are a SHOPLINE user, you can easily enable it through “Facebook Business Extension”. All you have to do is to follow the steps below:

 

Step 1. Please go into your Admin Panel → “Marketing & Tracker” →  “Marketing” → Click the “Install” button at “Facebook Business Extension” on your right-hand. 

Figure 2. Click to install Facebook Business Extension

 

Step 2. Follow the FBE installation guideline (see FAQ) to finish. Refresh your page after the installation is done.

Figure 3. After installing FBE, it will show the “Edit Assets” and the “Manage settings” buttons, click on “Manage settings”

 

Step 3. After clicking “Managing settings”, find Messenger and click “Add” on the FBE settings page. 

Figure 4. Find Messenger and click “Add” in the Connection Settings. 

 

Step 4. Click “Add Plugin” to install Customer Chat Plugin.

Figure 5. Click “Add Plugin”

 

Step 5. Next, you can set up the language, greeting messages, and appearance. Then, press “Next” to continue.

Figure 6. Set up the language, greeting messages, and appearance of Customer Chat Plugin

 

Step 6. Add Website Domain Name by pasting your website’s address, press “Done” when you finish.

Figure 7. Add Website Domain Name that shows your Customer Chat Plugin

 

Step 7. Go back to “Marketing”, it shows “installed” beside the Customer Chat Plugin section, which means you have successfully installed Messenger into your website.

Figure 8. “Installed” status showing in your Admin Panel

 

Step 8. A Messenger plugin icon is shown at your Storefront.

Figure 9. Once it’s all set, the Messenger function in your website is enabled

 

Provide Better Customer Service and Build Lasting Customer Relations with Chatbots

 

After you have installed Facebook Messenger Customer Chat Plugin, customers can directly contact your Facebook page via your brand website and this is the perfect time to strengthen customer experience for your brand.

 

Features such as using chatbot to automatically “talk” to customers, and using SHOPLINE’s Facebook order update notification to notify customers about their order status provide a more timely response to customers of their inquiries, allowing them to track order status via Messenger, thus creating a better customer service experience.

Figure 10. SHOPLINE’s order update notification keeps customers updated on their order status and therefore benefits customer relations.

 

If you are using SHOPLINE’s Social Commerce features, one more thing you can do with chatbot is using it to set up keywords triggering scripts to boost your brand’s social media presence. You can go to “Social Commerce” > “Chatbot Store” at SHOPLINE’s admin panel.

Figure 11. Chatbot in Social Commerce allows you to customize conversation script

 

Click “New Script” to customize triggering criteria or keywords. When customers enter certain keywords, the triggered chatbot will reply with preset scripts.

 

Figure 12. Increase customer service efficiency by setting up a chatbot script or welcome message

 

We believe you will be able to better serve your customers’ needs after you installed Facebook FBE and Facebook Messenger Chat (plugin). But wait a minute, how about keywords and replies settings?

 

One easy way to start is to compile a list of all frequently asked questions, draft your standard replies and answer enquiries with a mix of saved replies and human customer service representatives. Say you are always being asked about delivery related questions, try to extract keywords such as “delivery”, “shipping” or “courier” from the questions and set them as the trigger keywords of your Chatbot, then set up quick replies for these questions to increase your customer service efficiency.

 

Or deliberately guide your customers to enter your preset keywords by writing a welcome message with instructions like “Welcome to Brand ABC! If you want to explore our products, enter ‘Products’; For XXX, enter ‘XXX’.”.

 

All in all, if you are interested in letting your brand use Chatbot, click here to know more about our features, if you are looking to create a brand website, try SHOPLINE 14 days for free now!

 

COPYRIGHT

SHOPLINE retains copyright to individual articles. For any use of reference, quote, repost and more requires permission from SHOPLINE.

Related Articles

  • How to Boost Your Sales and Revenue by Selling on Facebook Store
  • How to Use Facebook Retargeting Ads to Re-engage with Your Audience
  • 3 Lessons of Running Facebook Ads for Beginners
SHOPLINE
SHOPLINE

Category

Digital Marketing
eCommerce Strategy
Facebook Marketing

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Learn about SHOPLINE

Free Resources|e-Commerce Strategies

About Us

A global smart commerce enabler that allows merchants to easily set up a full-featured online store.

Get your 14-day trial

TAG CLOUD

Product PhotographyOnline AdsSEOeCommerce OperationCopywriting SkillContent MarketingBlogger MarketingWebsite BuilderGuidelinesGoogle AdwordsO2OFacebook Ads TutorialCRMMerchant ShowcaseSocial MediaInstagram MarketingGoogle Analytics2019 e-Commerce TrendCross-border CommerceDigital Marketing
             
  • Popular Articles
  •          
  • Must Read

Follow SHOPLINE

SHOPLINE

Trusted by over 250,000 merchants accross Asia
Accelerate your business with SHOPLINE

Let more people see your brand,
Fall in love with your shop, and buy your products

14-day trial

SHOPLINE

  • About
  • Team
  • Careers

Get Started

  • Features
  • Pricing
  • Showcase

Resources

  • Store Setup
  • Themes
  • FAQ & Support
Business hours: Monday to Friday 10AM to 7PM
© Copyright 2013-22 SHOPLINE Limited.
  • SHOPLINE
      於
    • About
    • Team
    • Careers
    • Partnership Opportunities
    • Our Partners
    • Media Coverages
  • Get Started
    • Features
    • Pricing
    • Showcase
    • Seminar
    • Consultation
  • Resources
    • Academy
    • Store Setup
    • Themes
    • FAQ & Support
    • Google Advertising Plan
  • Sitemap
Business hours: Monday to Friday 10AM to 7PM
© Copyright 2013-22 SHOPLINE Limited.

© Copyright 2013-22 SHOPLINE Limited.
SHOPLINE retains copyright to individual articles. For any use of reference, quote, repost and more, requires permission from SHOPLINE.