Facebook Live Chat as an effective business tool in the UAE

To consistently grow your business towards success, you must always be on the lookout for new ways to improve customer experience. While 65% of customers are more likely to return to a website with live chat support, many have installed a chat widget on their website to assist their customers. Since the chat widget is easily available for free, incorporating it can only bring advantages to your business.

Facebook is a common means of communication between businesses and customers, as it takes up 78.7% as one of the most popular social media platforms in the UAE. This shows that having a Facebook Live Chat for your business will encourage more customers to engage with your brand through conversations.

What is Facebook Live Chat?

Facebook Live Chat or Facebook Messenger Live Chat is one of the Facebook features for business that allows businesses to communicate with their customers in real time. This feature allows businesses to offer immediate assistance, answer questions, and resolve issues, making it an effective tool for improving customer satisfaction. The feature is accessible and customizable through Facebook Messenger, which has over 1.3 billion monthly active users globally.

Find out how to add Messenger to your website from your Facebook Page.

Why use Facebook Live Chat for your business in the UAE

The UAE is a highly competitive market, and businesses need to differentiate themselves from their competitors to survive. Facebook Live Chat support provides businesses with an opportunity to offer an exceptional customer experience that can set them apart from their competitors. Here are some reasons why Facebook Live Chat is an effective business tool in the UAE.

1. Immediate assistance

Facebook Live Chat allows businesses to offer immediate assistance to their customers, making it a convenient and efficient way to resolve customer queries. In a fast-paced society like the UAE, customers want their questions answered quickly, and Facebook Live Chat support provides them with that option.

2. Cost-effective

Setting up and maintaining a Facebook Messenger Live Chat is a cost-effective alternative to traditional customer service methods. Instead of investing in expensive call centers, businesses can use a Facebook Live Chat Bot to provide customer support, saving them money in the long run.

3. Increased customer satisfaction

Offering customers a convenient and fast way to communicate with businesses can significantly improve customer satisfaction. Customers appreciate businesses that value their time and provide them with easy access to support. By using Facebook Live Chat, businesses can increase their customer satisfaction levels and build brand loyalty.

4. Improved customer engagement

Facebook Live Chat is a great way to engage with customers and build relationships. By offering personalized assistance and support, businesses can create a positive impression on their customers, which can lead to increased customer engagement and loyalty.

5. Increased sales

Offering exceptional customer service can lead to increased sales. Customers who are satisfied with their experience are more likely to make repeat purchases and recommend the business to others. Facebook Live Chat support provides businesses with an opportunity to offer exceptional customer service, which can translate into increased sales and revenue.

6. Competitive advantage

In the highly competitive UAE market, businesses need to differentiate themselves from their competitors. By offering exceptional customer service through Facebook Live Chat, businesses can stand out from their competitors and gain a competitive advantage.

How to use Facebook Live Chat for your business in the UAE

Now that we've established the benefits of Facebook Live Chat as an effective business tool in the UAE let's explore how to use it for your business. Here are some ways businesses can use Facebook Live Chat to improve their customer experience and increase sales.

Facebook Live Chat for customer support

Businesses can use a Facebook Live Chat Bot to provide immediate assistance to their customers, answer FAQs, and resolve issues. Here are some tips for using Facebook Live Chat for customer support:

• Set up Facebook Messenger auto replies to ensure that your response time is quick for a positive customer experience

• Have a team of dedicated customer service agents who are trained to handle different types of customer inquiries

• Use automation and chatbots to provide instant replies to common questions and help direct customers to the appropriate support team

• Automate order status or shipping updates for customers who prefer using Facebook Messenger

• Collect customer feedback on products or services, which can help businesses improve their offerings and better meet their customers' needs

Facebook Live Chat for marketing

To engage potential customers, brands can use Facebook Live Chat to promote products or services, and build brand awareness. Here are some tips for using Facebook Live Chat for marketing:

• Use a Facebook Live Chat Bot to provide personalized recommendations based on customer inquiries to increase the chances of a sale

• Distribute QR codes or m.me links that direct users to chat with your business on Facebook Live Chat to collect more leads

• Conduct user survey to find the right target audience and organize better marketing campaigns

• Incorporate other Facebook features forof business, such as CTA buttons in messages to increase engagement

• Use Facebook Messenger broadcast with Facebook Live Chat to offer exclusive discounts or promotions to customers who engage with your business through the feature, increasing customer loyalty

Facebook Live Chat for sales

Facebook Live Chat is also great for offering a seamless shopping experience, other than answering product questions and addressing customer concerns. Here are some tips for using Facebook Live Chat for sales:

• Use Facebook Live Chat to provide personalized product recommendations based on customer inquiries, increasing the chances of a sale

• Use Facebook Live Chat to provide in-chat payment links once the queries are resolved, reducing the need for additional steps and providing customers with a smooth transaction experience

• Provide after-sales support, addressing any concerns or issues that customers may have with their purchase, increasing customer satisfaction and loyalty

By incorporating automation and personalization into your Facebook Messenger Live Chat strategy, businesses can provide an exceptional customer experience that sets them apart from their competitors.

How to set up and add Messenger to your website

To enhance the experience of your website visitors, you can add Messenger to your website with the following steps:

1. Go to “Settings” on your Facebook Page, and select “Messaging”.

2. Under “Add Messenger” to your website, click “Get started”.

3. To install manually, select "Set up". You can then choose your preferred language, specify your website domain(s), and obtain the code for integration into your website.

4. For initiating conversations, craft a welcoming message and set up automated responses to address frequently asked questions.

5. Customize the chat plugin options by adjusting the color scheme, alignment, and expansion settings to align with your website's aesthetics.

6. After you've completed the chat plugin setup from your Page, you can paste the code directly into your website from your preferred website builder.

For the full instructions on specific website builders or CMS, visit Facebook’s guide.

While businesses can choose to manage their Facebook Messenger messages on Facebook Business Manager, there can be some limitations. For example, you can only reply to customer messages on Facebook Messenger and Instagram DM. If a customer decides to send a message through WhatsApp after some time, you might not be able to track the conversation history. To satisfy channel hopping customers these days, brands should learn to incorporate an omnichannel live chat that includes Facebook Live Chat, WhatsApp, and more popular channels.

Equip your UAE business with SleekFlow’s omnichannel live chat

Using SleekFlow’s omnichannel live chat solution, you can add Messenger to your website, integrate Facebook Live Chat with other messaging channels, and manage all your customer conversations in one platform. In this case, even after the customers leave your website, you can still continue the conversation on whichever messaging channel they prefer.

Moreover, SleekFlow also has many other additional tools that can be helpful for your business in the UAE:

• All-in-one inbox to manage all conversations simultaneously with your team members, no matter if the messages are from WhatsApp, WeChat, LINE, Telegram or more

• Chatbot builder to automate responses and improve efficiency

• Automated workflows for customer service and sales processes

• Customizable chat widgets and branding options

• Detailed analytics and reporting to track performance and customer satisfaction

• Team collaboration tools for internal communication and task delegation

• Integrations with existing CRM or e-commerce platform for an integrated, seamless workflow and improved customer satisfaction