Social customer service is the practice of providing consumer support and guidance through social media channels such as Facebook to provide quick and relevant responses. Nowadays customers are looking for a fast resolution to their problems, which makes social customer support invaluable, especially through Facebook. Clearly, social media giant such as Facebook has evolved to become more than an emergent platform for marketing and advertising.
The CommBox Facebook module allows you to easily connect Facebook pages to the platform. It enables you to engage and manage all your and your customers’ page posts, wall & timeline, likes, comments, reactions, mentions, reviews, Messenger messages, and even Dark Posts (ads that do not appear on your timeline) – all in real-time!
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Create custom message templates and respond faster to customer’s queries, eliminate repetitive tasks, and always stay consistent. This is a great way to greet customers and answer common queries without letting your customers waiting.
You can enable auto-assign of conversations to agents by several parameters like workload, skill, permissions, etc. Additionally, you can allow agents to associate responses, and assign the conversation to the last agent.
Privacy & security
You can manage how to receive media files through WhatsApp, Upload files also for the agent side, and discard sensitive data.
Bots & Automation
Automate what can be automated by building AI-powered WhatsApp chatbots. Use bots to take the load off your agents and resolve customer interactions using the latest automation features through the WhatsApp messaging app.
You can now send automatic auto-messages after user first message, to give an instant response via WhatsApp. Customize the message according to your business specific use case.You can now send automatic auto-messages after user first message, to give an instant response via WhatsApp. Customize the message according to your business specific use case.
in private messages through WhatsApp it is possible to set that after 24 hours with no communication from the customer’s side, the conversation will be marked as “resolved”, and any communication from the customer’s side after that will be considered as a new conversation.
Media template messages
Respond to customer queries fast using media template messages. Customize any media type and use it as a template message according to your customer needs.
This new feature allows you to send and receive stickers as a message when using the WhatsApp API for customer communications with CommBox.