Ensuring conversational efficiency with Messenger


Delivering nutritious meals

Factor is a healthy meal delivery service that provides customers with fresh, restaurant-quality dishes, prepared by gourmet chefs. Their menu includes meals for ketogenic, low-carb, low-calorie, and plant-based diets, and the company’s nutritious offerings save time and money for customers while helping them maintain a healthy lifestyle.


Streamlining customer care

Factor wanted to provide its growing customer base with quality customer service while efficiently managing the increasing volume of calls it received daily.


Offering chat-based service

Factor partnered with customer experience software company Chatdesk to connect its customer communication system to Messenger. Using this method, the healthy meals service could redirect inbound calls to Messenger via interactive voice response (IVR). When customers called during peak hours, the IVR menu offered them the option of shifting to Messenger. If they chose to do so, they would receive a link via text message that directed them to a Messenger conversation with Factor when clicked.

With Messenger, Factor’s Customer Experience Team answered customer queries regarding order status and tracking, pricing, billing, promotions, and meal ingredients, facilitated subscription changes, and received general customer feedback. By giving people the option to chat with a customer service representative via Messenger, Factor’s in-house team reduced wait times for customers, lowered operational costs, and worked more efficiently.


More time for better service

After working with Messenger, Factor’s Customer Experience Team became more efficient, successfully reducing wait times for customers and lowering operational costs. Additionally, the healthy meal service provider grew its audience on Messenger with the Chatdesk flow and saw the following results:

  • 15% call deflection rate to Messenger (January–December 2020)
  • Over 13,000 calls deflected to Messenger in 2020
  • $3-5 savings for every call deflected via IVR due to increased customer service agent efficiency (January–December 2020)
  • Greater than 90% customer satisfaction rate for Messenger support in 2020
*Results are unique and are provided by the featured business. Success story results will vary, as they depend on a variety of factors.

“As our business grew, so did the volume of calls we received. Many customers had simple questions that could easily be resolved with Messenger, and the Chatdesk call deflection strategy allowed us to seamlessly shift callers with simpler questions to our automated Messenger experience. As a result, our team now has the bandwidth to tackle more complex queries.”

Katherine Dobbs
Customer Success Specialist, Factor

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