Currently, and for the past years, we have only supported help and questions through email and phone. Now users, leads and visitors will have the chance to use the messenger instead.
What amount of increased traffic should we expect? :)
Best answer by Roy
View originalHi @sebastian b11​ ,
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Nice move to start using messenger, it's a cost-effective move for the company and a better way to communicate with customers.
Imagine, one agent can speak with one customer over the phone. With chat, agents can speak to 6-7 customers at the same time.
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About your question, it really depends on your website traffic and how you will set-up messenger.
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1) To increase traffic, you can use outgoing campaigns and offer your visitors/users/leads in-chat support.
2) You can use IVR and offer customers to write to you in the chat, instead of hold on to the phone.
3) Set-up outgoing e-mails and inform your users about the new support channel
4) Set-up and use custom bots
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It's impossible to tell you how exactly your traffic should increase without knowing your visitors, amount of users, incoming calls and other important data.
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@roy s11​ we have about 3500 users in our platform who will get access to the business messenger.
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This year so far we have handled 3600 support emails and 1100 calls since april.
Depending on how you deploy the code snippet for Messenger, you can actually control when it displays. For example, using Google Tag Manager you can create triggers that only show the code during business hours if you're concerned about traffic.
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When we launched Messenger 3 years ago, it took our Support team awhile to shift their mindset from live chat to Messenger, especially when it comes to users interacting with Messenger when Support wasn't available. Intercom has lots of features geared towards this though and once our team got over the old mindset, they were able to realize that it didn't matter if they were online or not as customers were empowered to seek help when they needed it.
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Since we already had chat in place, we didn't see a volume increase until we started more proactively engaging users with in-app messages. However today, Messenger is our top support channel by volume and satisfaction rating.
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