Facebook: New Customer Service Tools for Messenger
By Lodging Interactive
Saturday, 24th March 2018

Facebook recently released the latest Messenger, which is designed to improve the customer service experience for both brands and the guests talking to them; The upgrade comes packed with new features with simplifying guest interactions in mind.

These Facebook Messenger 2.3 upgrades include:

  • New quick replies for guests, in which Facebook auto-loads the customer’s contact information when prompted. Users can choose whether or not to share this with businesses, but it makes it easy for them to do so.
  • Simplified set up for businesses that makes it easier to customize their Messenger, including customized greeting text and message color.
  • New always-accessible persistent menu, which allows guests to interact with it at any point during a conversation.
  • New Insights analytics to assess Messenger performance.

How Hotels Should Use This Feature

Increasing numbers of guests are utilizing Messenger to contact hotels and resorts with inquiries, problems, and for help booking. Any new features designed to improve the experience for customers and brands is good news.

Hotels and resorts should use the customization options in order to match their Messenger channel—including the greeting channel—to match their brand.

Similarly, setting up a strong persistent menu can improve the guest experience, and the more in-depth analytics will help you assess this.

About Lodging Interactive

Headquartered in Parsippany, NJ, Lodging Interactive is a full-service digital marketing and social media engagement and reputation management agency exclusively servicing the hospitality industry. Through its web design and search optimization division as well as its CoMMingle Social Media Division, Lodging Interactive provides effective Internet marketing services to hundreds of branded and independent properties as well as management companies, restaurants and spas.

CoMMingle has established itself as the largest provider of reputation management services for the hospitality industry, handling over 200,000 guest review responses. The company also offers fully managed Live Chat agents for hotel websites through its LiveChatForHotels.com division.

Lodging Interactive is an HSMAI Adrian Award winner, and has won awards from the International Academy of Visual Arts, Interactive Media Awards, Horizon Interactive Awards, Web Marketing Association, Academy of Interactive & Visual Arts, and Travel Weekly’s Magellan Awards have recognized Lodging Interactive as an industry leader.

Lodging Interactive is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI) and the company’s president, DJ Vallauri, currently serves on the Board of Directors of HSMAI”s New York Chapter and is a Forbes.com Agency Council contributor. For more information, please contact sales@lodginginteractive.com, 877-291-4411

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