Rake omnichannel chat is a better choice than Facebook Messenger

Written by:
Mike Mattingly
Facebook Messenger
Google chat

When businesses and organizations offer a chat experience from their website they show they care about consumers and they want to engage with all of their visitors. They likely want to engage with more than just those who visit their website. They want to engage with people who find them through Google maps and internet searches. It's reasonable to think they would want to engage with people who follow their brand on Twitter and Facebook too. This leads to the first reason businesses choose Rake for their website chat over the option Facebook offers or the option Google offers. Rake's best in class two-way omnichannel chat supports connecting with people using Facebook Messenger, Google messages through Google Maps and Google My Business, the very popular SMS and website chat widgets provided by Rake. Rake brings all of these channels or 'sources of conversations' together and supports all of the conversing in one easy to use workspace. Facebook does not offer this. If a business uses Facebook for chat support, the business will have to maintain a separate managed channel for SMS and another managed channel for Google messages.

Another barrier businesses struggle with when using Facebook Messenger for chat is the lack of anonymity. At first blush, it seems like a great idea to expose everyone's name when they begin a chat... until you analyze the stats. Facebook has indicated that the required Messenger login and transfer of name to the chat receiver has reduced chat volume. The Rake chat widget uses a more friendly experience for people using chat. If the person has previously and voluntarily shared their name through the chat technology, their name will be shared upon their subsequent use of the offered chat experience.

Facebook has indicated that the required Messenger login and transfer of name to the chat receiver has reduced chat volume

As mentioned, neither Facebook nor Google support a seamless integrated SMS experience and Rake does. How important is SMS in America? Have a look at these stats from The Local Project:

  • 81% of Americans text regularly.
  • Over 6 billion texts are sent every day.
  • Over 180 billion texts are sent every month.
  • 27 trillion texts are sent every year.
  • 97% of American adults text weekly.
  • America is responsible for approximately 45% of the world's text volume.

So far you could easily be thinking Rake is only about chat but that's not the case. We offer three additional features beyond chat and all are included at no extra charge. Added features from Rake include a wide internal chat experience for co-workers and teammates. This feature supports team collaboration and includes private and public channels for one-on-one messaging and group messaging. Hundreds of businesses use the Rake internal chat solution to help minimize email use and replace disconnected applications including Slack and Microsoft Teams.

Rake also provides all customers with website visitor monitoring. Rake's live visitor monitoring includes real-time notifications about new website visitors. This includes where they are located, what page, social site, or search engine drove them there, and much more. Rake users can send targeted invitations to those visitors to chat at just the right time. This feature helps ensure engagement with site visitors that may have otherwise left your site with no interaction.

While a one-contact resolution is always a goal, conversations sometimes get complicated and require escalation and follow-up. When a conversation hits a dead-end, create a task to escalate it. Your team will love the convenience of integrated tasks with conversations. Use service response times to allow agents to comfortably make a promise that includes a response time that aligns with your organizations service-level goals. Tasks are not required to be attached to messages. The Rake task management solution can work independent of messaging.

When you use Rake you Work efficiently, Engage everywhere and Connect your company.

Rake is building a universal messaging platform; visit rake.ai for information about the universal chat solutions we currently offer.

Are you a developer? Visit our documentation, found here.