Messenger® customer chat
Consumers can move from one device to the other seamlessly (a conversation can start on desktop and move to mobile with ease).
Customers can go away and continue the conversation later at their convenience, returning to the same conversation thread.
Brands can easily link the inquiry to a customer record and maintain that connection.
However, while the 1:1 private nature of messaging is in some ways very similar to live chat, there are a few key ways it is different and this has an impact on workflow, KPIs, and agent training.
“Our customers clearly prefer using personal messaging apps like Facebook Messenger to reach out to us for assistance. Messenger Customer Chat supplements existing live chat and gives our customers a familiar and convenient way to contact us, while allowing Argos to further promote private messaging as a channel, reducing instances of public complaints while increasing customer satisfaction and convenience. ”
Chris Tomlinson, Digital Product Owner,
Customer Management Centre at Argos
Make your customers happier - and your business more efficient - with our Conversational Customer Experience Platform.
Conversocial applies intelligent workflows and advanced analytics all designed to harness the unique power of asynchronous and real-time messaging.
Conversocial uses routing and prioritization so the right human, the right self-service automation or the right combination of the two handles customer inquiries.
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