New: Facebook integration now live!

Manage all Facebook messages and comments in FocalScope with our brand new social media integration.

August 20, 2021

Today, most businesses have a Facebook page where they list important business information, updates, and showcase new products and services. In turn, customers can leave comments, or message businesses directly for enquiries and purchases.

To make the most of your social media presence, and reap the maximum ROI from social campaigns, it is vital to engage with customers on your Facebook page. However, customer service teams are often tasked with battling multiple channels at once, inadvertently allowing potential leads and opportunities to slip through the cracks.

That’s why we are excited to introduce Facebook to our omnichannel platform, where you can link multiple Facebook accounts and engage customers directly from within FocalScope.

Manage all Facebook interactions with FocalScope

FocalScope already combines email, phone and live chat support in one convenient space — our new Facebook addition will help your team respond to, and keep track of, social media conversations with much greater ease.

In the following ways, we show you how:  

Improved response times 

With every customer service channel located in a single console, agents can focus on serving customers without switching between devices, windows or account. Facebook syncs instantly with FocalScope, enabling you to be more responsive on both comments and messaging.

Besides, with everything in one place, agents can manage Facebook interactions systematically, eliminating any possibility of lost opportunities.

Continuous support across shifts and locations

Assign a team of agents to manage your Facebook accounts, without them having to share devices or logins. Having a team, as compared to a single agent, ensures that you can provide continuous support on Facebook between shifts, and manage high request volumes during peak periods.

And our collaboration features like the internal agent-to-agent chat, notes, and optimised search makes it easier for your team to work together and help customers more efficiently.

Send and receive Facebook attachments

FocalScope supports file sharing on Facebook, so you can send and receive file attachments the same way you normally do. Make it easy for customers and agents to share information in the most convenient way possible, so your handling times will naturally improve.

Personalised service for all

Providing personalised service on Facebook becomes much easier when you are have their individual customer card on hand. Within the FocalScope sidebar, agents can view each customer’s interaction history, across every channel, including any useful internal notes left by colleagues.

If you are using additional software like Salesforce or Shopify, FocalScope can also pull those records right into your mailbox, allowing agents to reference additional customer information, order history and more.

Auto-replies, news and promotion alerts

Create rules and trigger auto-replies on Facebook messaging. Let customers know to expect delays when it’s outside of your operating hours or when agents are busy. Direct them to your online FAQs for self-serve answers, or share news about events, promotions, and more.

Increased customer satisfaction

Support on their preferred channel? Check.
Speedy responses? Check.
Highly personalised service? Check.

Engagement is the #1 priority of any social media strategy, and our new Facebook integration makes it that much easier and more convenient for you to be present for your customers.

Get Facebook messaging for your business

Interested to learn more? Read more about our messaging features here, or contact our sales team to find out how you can make use of Facebook to engage with customers effectively.

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