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First Utility becomes first UK company to use Facebook Messenger in customer service

Harry Rollason
By Harry Rollason on Feb 5, 2016 4:00:00 AM

NEW YORK and LONDON, Friday February 5th, 2016 —  First Utility, the UK’s largest independent energy provider, today announced that it has become the first UK company to introduce Facebook Messenger for Business to enhance its customer service offering. Facebook Messenger for Business joins Twitter, Live Chat, phone, email and First Utility’s own Artificial Intelligence virtual assistant - Ask First - as ways in which customers can get in touch. It’s the latest addition to the company’s existing suite of digital and more traditional channels as First Utility aims to to make it easier and more convenient for customers to make contact.

The service went live just before Christmas and has been positively received by customers.

  • First Utility manages an average of 70 conversations a day via FB Messenger with a response time of 3 ½ minutes
  • Customers say it is ‘a quick and speedy service and they would definitely use it again'
  • First Utility selects Conversocial to implement channel and support social media strategy

Stephen Marshall, Head of Digital Service Delivery, First Utility said: “When we think about customer service we think about how we can make the customer experience quick and simple. Increasingly, customers are looking to communicate with us digitally, so Facebook Messenger for Business felt like an excellent platform and customers love it. It allows us to engage with them in a way they are familiar with and that allows us to provide a more convenient and engaging experience.”

First Utility appointed Conversocial to support its wider social media engagement strategy to ensure that customer conversations are resolved quickly, accurately and in a fully integrated manner.

Stephen Marshall continued: “We chose Conversocial because they truly understand our market. The platform’s emphasis on issue resolution and the intelligent way that it threads social conversations together will allow our customer service team to have easy at-a-glance access to conversations. Conversocial also has the highest standards of compliance, which is essential to us as a utility company.”

Joshua March, CEO and founder of Conversocial said: “Facebook Messenger is going to have a huge impact on customer service because of its reach, mobile-first approach, real-time private conversations, and the fact that it allows both parties in a customer service conversation to see history, receipts, and other relevant details. First Utility has a fast-growing customer base and ambitious goals – combined with our team’s extensive experience in the utility market, with hard-hitting results for companies such as ConEdision and Sprint, we’ll be making a big customer experience impact for First Utility’s customer base in 2016.”

Conversocial's Facebook Messenger integration is available to all Conversocial users as part of Conversocial's social media customer service platform. For more details please visit http://www.conversocial.com/customer-service-via-facebook-messenger.

About Conversocial

Conversocial (http://www.conversocial.com/) is trusted by global brands in hospitality, utilities, airlines and consumer brands for social customer service solutions that improve productivity and operational efficiency by managing the flow of customer service inquiries and discussions on social media channels such as Facebook, Twitter, Google+, Instagram and YouTube.

Brands including Hyatt, Sprint, Barclaycard, ConEdison, Co-operative Bank, Travelex and Google use Conversocial’s enterprise-class platform for a single view of the social customer via:

  • Comprehensive APIs that seamlessly integrate into CRM and contact center technologies
  • Resolution management on social media
  • Intelligent prioritization, so the complexity of social conversations are presented to customer service teams in a logical manner
  • An intelligent social routing system that distributes conversations based on agent specialization, rules, and agent presence to deliver the quickest and most helpful answer to the customer
  • Relevant messages from public posts, private messages and other customers, threaded into a single conversation to provide full context at a glance
  • Analytics to provide accurate, actionable insights on customer trends over time

Conversocial is a Twitter Certified Partner and a Facebook Preferred Developer. For more information, visit www.conversocial.com.

Twitter: https://twitter.com/conversocial

Facebook: https://www.facebook.com/conversocial

About First Utility

(www.first-utility.com) First Utility is the UK’s fastest growing and largest independent energy supplier. It supplies gas and electricity to almost 900,000 customers throughout the UK and is committed to helping them reduce their energy bills by offering cheaper tariffs, helping customers use less energy through the use of innovative technology and campaigning for industry change. First Utility also donates 1% of its profits each year to the First Utility Foundation, an independent charitable organisation with a goal to improve the lives of vulnerable families and individuals across the UK www.first-utility-foundation.org.uk

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