Facebook chat plugin is about to be removed from the shelves? Help you seamlessly transition to a new customer service model

Facebook recently announced a major update: as of May 9, 2024, the Facebook Chat Plugin will be discontinued. This means businesses will no longer be able to use the plugin to communicate with customers directly on their websites. Additionally, removing visitor mode—which allowed non-Facebook users to chat anonymously—will eliminate a key channel for attracting and assisting potential customers who prefer not to log in or do not have a Facebook account.

The importance of Facebook's chat plugin

The chat plugin has been an essential tool for customer engagement and service for many businesses. Here’s why:

For Businesses:

Enhanced Customer Service Efficiency: Businesses could respond instantly to customer inquiries, reducing wait times and improving service quality.
Higher Sales Conversions: Addressing customer concerns in real time during the buying process helped increase conversions and boost sales.
Customer Insights and Data Collection: Businesses could gather data on customer preferences and behaviors to optimize marketing strategies, ads, and product development.

For Customers:

Seamless Communication: Customers could start a chat while browsing a website without switching apps, making interactions seamless.
Quick Issue Resolution: The real-time nature of the plugin ensured prompt answers, reducing frustration.
Personalized Experience: Businesses could offer tailored recommendations and support, creating a more engaging shopping journey.

The best alternatives after Facebook's chat plugin’s removal

The cessation of the chat plugin will force businesses to find new tools to fill the communication gap, especially for those relying on it as a primary channel for customer service and sales, who may face risks of decreased customer satisfaction and conversion rates.

m.me Links

m.me links direct users to a business’s Messenger chat when clicked, remaining unaffected by the Facebook chat plugin's removal.

http://m.me/username (Replace "username" with the brand’s public Facebook page name.)

Businesses can place m.me links on their websites, email signatures, and marketing materials, making it easy for customers to start a conversation. However, note that these links may not open in certain network environments, requiring a connection switch.

SaleSmartly

SaleSmartly is an omnichannel customer communication platform that helps you integrate chat plugins into your website. After adding a chat plugin to your standalone site, it can automatically reply to visitor messages without redirecting to other pages, boosting conversation rates. Additionally, you can add lead generation components to the chat plugin, where visitors can click to be directed to corresponding channels for conversation, achieving benefits in lead generation, marketing, and query distribution.

Transitioning from a website builder (For users who don't have their website yet):

Sign up on Shoplazza, and complete the new user guide by clicking the flag at the top right.
Click on "Apps" and find the SaleSmartly: Cross-Border Customer Service Chat System plugin.
After being redirected to SaleSmartly's official website, click on "Create Plugin" and configure the style, buttons, and window settings of the plugin.
After setting up, you can preview and send a message to test its feasibility.
Messages will appear on the "Online Chat" page, and subsequent messages sent from the chat plugin will also be consolidated here.
After a successful test, we can launch it. Then, a chat plugin entry will be added to our standalone site first, helping businesses seamlessly transition to a new customer service model. This ensures that even after the Facebook chat plugin is retired, companies can maintain close contact with customers.

How to Set Up a Chat Plugin with SaleSmartly

For users who already have their own website

This method involves embedding the chat plugin's code into your own website. For a detailed tutorial, refer to: Add & Use Chat Plugin

Subsequently, a series of automated operations can be set up through SaleSmartly, such as automatic replies, contact information collection, product recommendations, and chat transfers. These automation features can significantly improve the efficiency of customer service on standalone sites, while providing a personalized experience, helping businesses maintain high-quality customer interactions.

Further Reading

For more insights on integrating chat solutions into your website, check out these helpful resources:

The Facebook Chat Plugin Is Being Removed. How to Transition to a New Customer Service Model Smoothly