We’ve now been live with Liberty Connect for a while and our Facebook messenger messages come through the system. But I’ve been wondering if the system could be better.
The flow we have determines the time of day and in hours puts the customer straight through to the customer services queue, out of hours they get a message saying we’ll answer them when we’re back in the office and put them in the queue.
Does anybody do anything a little better. I’m thinking about offering some automated information based on subject or advising people about self serve online. But I’d be interested to know what other people do and how it works.
Hi @CathyS sorry for the delay in getting back to you.
Great to hear you’re using Liberty Connect for Facebook Messenger – that’s a fantastic step forward! Your current setup sounds solid, but you’re absolutely right: there’s always room to make things even better.
A good starting point is to look at the top five reasons people contact you through this channel. Once you know those, you can start offering quick options for self-service. This could be as simple as providing FAQs or creating a short menu that guides customers to the right information straight away.
The real benefit of this approach is that it frees up your team to handle more complex queries quickly, while the common questions are answered automatically. Think of it as giving customers a helpful “digital receptionist” before they reach your staff.