Many businesses today utilize Facebook as a platform to connect with customers and promote their products or services. For some businesses, having the ability to offer live chat support directly through Facebook can be extremely valuable for improving customer service and engagement.
The Benefits of Facebook Live Chat for Businesses
Here are some of the key benefits that having live chat available on Facebook can provide for businesses:
- Increased responsiveness – Live chat allows businesses to connect with customers and respond to inquiries in real-time on the platforms customers are already using.
- Enhanced customer service – Live chat provides the opportunity to address customer concerns faster and provide support through messaging.
- Improved sales conversions – By being available for immediate questions, live chat can help convert Facebook visitors into paying customers.
- Expanded reach – Customers can access live chat support right on Facebook without having to visit your actual website.
- Analytics access – Live chat services integrate with Facebook Analytics, allowing businesses to better track customer interactions.
- Direct messaging – Customers who initiate live chats establish a direct messaging channel with your business for further follow-up.
With these advantages, it’s easy to see how live chat could become an invaluable customer engagement tool for businesses on Facebook.
Does Native Facebook Live Chat Exist?
Now that we’ve looked at why live chat can be so useful for businesses on Facebook, does Facebook offer built-in native live chat capabilities? The short answer is no. While Facebook does provide a messaging platform that allows for customer communication, there is currently no way to add actual live chat functionality directly within Facebook’s interface.
Facebook does not provide the software or tools to instantly integrate live chat windows or messaging pop-ups natively within Facebook business Pages or interfaces. While Facebook owns popular messaging platforms like Messenger and WhatsApp, these tools are separate from the main Facebook application.
So unfortunately, there is no way to simply activate or switch on live chat directly within Facebook at this time. Facebook does not have an inherent platform for live chat.
How Can Businesses Add Live Chat to Facebook?
While native Facebook live chat is not an option, businesses do have a few different workarounds and third-party integrations they can implement to effectively add live chat capabilities to their Facebook presence.
Some of the top options include:
1. Facebook Messenger Chat Plugin
The Facebook Messenger platform offers a chat plugin that can be installed on websites. With the chat plugin implemented, the Messenger icon and messaging capabilities can be accessed right on your website.
Visitors to your website will see the Messenger icon and will be able to open up a messaging window to chat. Since the chat is powered by Messenger, when visitors go to your Facebook Page they will be able to continue the same messaging thread that was initiated on your website.
2. Third-Party Live Chat Applications
There are many third-party live chat applications and tools that offer Facebook integration and provide the ability to engage customers directly through Facebook. Some top options include:
- Zendesk
- LiveChat
- Intercom
- Drift
- Crisp
- Bold360
These live chat apps can connect messaging channels across your website, Facebook Page, and other platforms. This allows you to maintain seamless conversations with prospects and customers whether they reach out via your website live chat box, Facebook Page inbox, or other channels.
3. Facebook Ads With Click-to-Messenger Ads
Facebook Ads Manager provides an option called Click-to-Messenger ads that can help redirect website visitors to Messenger conversations.
Here’s how they work:
- A user sees your Facebook ad and clicks on it.
- The ad opens up a Messenger window automatically rather than linking to your website.
- The Messenger window enables the user to start a direct message thread with your Page.
This allows you to initiate messaging conversations directly from ads without requiring the user to navigate to your website first. The seamless experience can help capture more real-time conversations and engage customers instantly.
Setting Up Live Chat for Facebook
If you decide to add live chat functionalities to your Facebook presence, here are some tips for getting set up:
- Select the right live chat platform for your needs and budget. Do your research to find the best fit.
- Make sure the platform offers full Facebook integration.
- Install the live chat apps on your website following the provider’s instructions.
- Connect the live chat to your Facebook Page so conversations stay synced across platforms.
- Personalize live chat greetings and bot responses to carry your brand voice.
- Train any chatbots appropriately with FAQs, common questions, etc.
- Develop protocols for routing chats to proper team members.
- Set up trigger events to initiate proactive chats.
- Install reporting tools to monitor performance.
With a strategic setup process, your Facebook live chat capabilities can deliver fantastic results when it comes to enhancing your customer experience and interactions.
Top Facebook Live Chat Tools
To give you an idea of some leading options, here is an overview of 5 top platforms for adding live chat to Facebook:
| Platform | Key Features | Pricing |
|---|---|---|
| Intercom | – Chatbots – Unlimited conversations – Mobile messaging – Custom bots |
– Basic: $49/mo – Plus: $149/mo – Pro: $499/mo |
| Drift | – Chat routing – Lead scoring – Mobile app – Email integration |
– Free: $0/mo – Pro: $150/mo – Enterprise: Custom |
| LiveChat | – Ticket forms – Real-time analytics – Group chats – Multi-channel |
– Starter: $16/mo – Team: $33/mo – Business: $50/mo |
| Bold360 | – Chatbots – Co-browsing – Customer profiles – CRM integrations |
– Starter: $15/mo – Team: $65/mo – Enterprise: Custom |
| Zendesk | – Triggers – Customer history – Multiple account access – Real-time reporting |
– Suite Team: $49/mo – Suite Professional: $79/mo – Suite Enterprise: $159/mo |
Key Takeaways
While Facebook does not natively provide live chat capabilities, businesses have several great options for adding live chat to Facebook Pages, including:
- Installing the Messenger live chat plugin on websites
- Using third-party live chat apps and tools with Facebook integration
- Leveraging Click-to-Messenger ads to initiate conversations
With the right platform and setup, live chat on Facebook can deliver faster response times, increased conversions, better customer satisfaction, and lower support costs.
Conclusion
Facebook live chat provides an immense opportunity for businesses to connect with customers and prospects in real-time through convenient messaging. While native Facebook live chat doesn’t exist, various third-party tools can provide this functionality.
Companies should strongly consider implementing live chat to enhance their Facebook presence. With the right solution, live chat can create more personalized and responsive conversations that help convert website visitors into loyal customers.
Utilizing the tips and recommendations in this article, businesses can start leveraging live chat to engage their audience, improve brand interaction, and deliver better customer experiences via Facebook.