Cara chat dengan staff facebook

Barry Levine on April 11, 2016 at 10:00 am | Reading time: 3 minutes

Cara chat dengan staff facebook

Move over, telephone.

Facebook Messenger in particular, and messaging apps in general, are on their way toward becoming the main live communication channels for brands talking to customers.

In the latest sign of this trend, customer service provider [24]7 has announced the port of its dual chat bot/agent service to Facebook Messenger. A customer first encounters an automated chat bot, which then hands off to a human if things get too dicey.

The Campbell, California-based company has been employing that tag team approach on many of the 200 web sites for which it provides messaging service. It’s now porting the same dual service as Messaging for Facebook Messenger, VP of Product Marketing Brooks Crichlow told me, so that the conversation could follow customers through channels they already own.

[24]7 says that this is the first instance of a chat bot-with-live-agent customer service on Messenger.

Cara chat dengan staff facebook

The customer service uses of Facebook’s app are bursting out all over. TechCrunch reported Friday that the social networking giant is going to announce API tools and other support for building chat bots at its F8 conference this week. The aim: to allow businesses of all kinds to employ automated response systems for customers and would-be customers.

Facebook is also reportedly ready to launch live chat buttons for websites that can bounce over to the Messenger app or Messenger on the web. This builds on last year’s F8, where Facebook began the push to turn its Messenger into a customer service channel.

In covering last year’s conference, our reporter Greg Sterling wrote:

“I asked about automation vs. live human support. Facebook stressed that it was up to the partner but the company’s preference was for human customer service and support vs. chat bots.”

The [24]7 dual service offers both.

In a typical use case, a customer might complete a purchase at an electronics web site, for instance, and check a box on the page asking that post-order status and follow-up customer service be sent through the Facebook Messenger app.

The same conversation that’s available through the app is also available through Facebook on the web, in chat. The check box for further communication through Messenger only shows up on the web page if the user is currently logged into Facebook.

A written message about the status of the order, then, would be available to the user through the Messenger app or Facebook chat. If the user sends a question about return policies to the app or chat, the [24]7 chat bot parses the text for keywords and returns the most relevant reply. Machine learning behind the chat bot is intended to improve its responsiveness to different queries, which are being parsed for keywords.

But if the user messaged something the chat bot can’t handle, a [24]7 Decision Engine makes the determination about whether to call a live agent. Crichlow said that a brand can determine the threshold for the toss.

If the messaging is transferred to a human, the agent’s dashboard is populated with customer relationship management (CRM) data showing, for instance, the customer’s purchase history. The chat bot only has access to the user’s name.


Opinions expressed in this article are those of the guest author and not necessarily MarTech. Staff authors are listed here.

If you dial either of the Palo Alto-area phone numbers for the social media mega platform, (those are 650-543-4800 and 650-308-7300, for the record), you'll get a recording. It will talk you through a series of menus, with each option directing you to send an email to an appropriate account. These include [email protected] for media inquiries and [email protected] for law enforcement concerns.

Note: For press inquiries you are able to leave a voicemail if you want to avoid the email queue.

But if you hit 1 for customer service? The recording will direct you to click the word "Help," saying that it's "found at the bottom of any Facebook page." Here's the thing: it isn't. In fact, if you're on your main Facebook feed, there is no "bottom" of the page.

Here are a few things you can do instead.

How to contact Facebook customer support

If you want to contact Facebook, you'll first need to log into your account. On the desktop site, look up at the top right corner of the screen. There, you'll see a downward-facing arrow — click it and select "Help & support" from the dropdown menu. From there, you can select "Help Centre," "Support Inbox," or "Report a problem."

Click on "Report a problem" and another menu will pop up that features two clickable options: "Help us improve the new Facebook" and "Something went wrong."

If you have a suggestion to make about a dysfunctional feature, select "Help us improve the new Facebook." Or, if you've encountered an issue with the site, choose "Something went wrong" to fill out a short form outlining your complaint. But for more general customer service inquiries, Facebook is rather inscrutable.

Note: Your best bet may be to go to the Help Community and ask your question to other platform users like yourself.

How to ask the Facebook Help Community a question

facebook

Find the Facebook Help Center from the question mark dropdown menu.Facebook; Business Insider

If you want to contact Facebook, you'll first need to log into your account. On the desktop site, look up at the top right corner of the screen. There, you'll see a downward-facing arrow — click it and select "Help & support" from the dropdown menu. From there, you can select "Help Centre," "Support Inbox," or "Report a problem."

Click on "Report a problem" and another menu will pop up that features two clickable options: "Help us improve the new Facebook" and "Something went wrong."

If you have a suggestion to make about a dysfunctional feature, select "Help us improve the new Facebook." Or, if you've encountered an issue with the site, choose "Something went wrong" to fill out a short form outlining your complaint. But for more general customer service inquiries, Facebook is rather inscrutable.

Note: Your best bet may be to go to the Help Community and ask your question to other platform users like yourself.

How to contact Facebook via other social media platforms

Another way to attempt to connect with Facebook is to reach out to them through or mention them on another social media platform. You can send a direct message to Facebook via Twitter or use their @Facebook Twitter account in a Tweet you post. If it gets enough traction, they will likely see it.

You can also approach Facebook via Instagram direct message or by including the Facebook handle in a post, but unless you get a lot of likes, chances are you're better using the Facebook Help Center.

Steven John

Freelance Writer

Steven John is a freelance writer living near New York City by way of 12 years in Los Angeles, four in Boston, and the first 18 near DC. When not writing or spending time with his wife and kids, he can occasionally be found climbing mountains. His writing is spread across the web, and his books can be found at www.stevenjohnbooks.com.

Bagaimana cara mengirim pesan ke pihak Facebook?

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Bagaimana cara menghubungi Mark Zuckerberg?

Untuk pertanyaan pers dan media, hubungi [email protected]. Walaupun kemungkinan besar Anda tidak akan mendapatkan tanggapan ketika menghubungi Mark Zuckerberg (CEO atau pemilik Facebook) melalui surel, tidak ada salahnya mencoba. Hubungi Mark di alamat ini: [email protected] atau [email protected].

Apakah bisa ke kantor Facebook?

KOMPAS.com - Facebook mengumumkan akan memperpanjang kebijakan bekerja dari rumah (work from home/WFH) atau lokasi lain di luar kantor.

Dimana kantor pusat Facebook?

Menlo Park, CaliforniaMeta / Kantor pusatnull