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Deliver Conversational Customer Experiences via Facebook Messenger®

Integrate Messenger into your digital customer experience strategy.

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Imagine just how powerful Web Chat would be if it wasn't tethered to the web.

Messenger® customer chat

Messaging combines full live-chat functionality with persistent identity and mobile notifications merging all of the best elements of traditional digital customer engagement channels, purpose built for the mobile era.

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It’s time to offer your customers a continuous thread of conversations between your website and their mobile device, with real-time and asynchronous 1:1 engagement that spans every touchpoint in their digital journey. 

Device Agnostic

Consumers can move from one device to the other seamlessly (a conversation can start on desktop and move to mobile with ease).

Persistent

Customers can go away and continue the conversation later at their convenience, returning to the same conversation thread.

Identity

Brands can easily link the inquiry to a customer record and maintain that connection.

Messenger offers a unique opportunity for brands willing to embrace it as a scalable CX channel.

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.

    • Customers can initiate a conversation on your brand site and continue the dialog via Messenger.
    • Conversations persist over time and over channels -Start a conversation today and continue it tomorrow without missing a beat.
    • In Messaging, you always know who the customer is - Once authenticated via Messenger, you always know who they are, whenever they reach out.
    • Messaging has emerged as the preferred way people communicate with brands to solve issues...in text-based bites with phone notifications whenever a new message comes in.

 

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Harness the power of Messenger Customer Chat as a disruptive digital care opportunity.

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sainsburysArgos
“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. The increase in messaging volume is allowing us to address broader types of issues without hampering our ability to deliver good service. Conversocial’s intelligence, automation and workflow truly enables us to meet our SLA benchmarks while handling increased messaging volume.”

Chris Tomlinson, Digital Product Owner,

Customer Management Centre at Argos

Why the world's most demanding, forward-thinking customer care executives choose Conversocial

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Born for Social Messaging

Workflow, automation and analytics platform designed to harness the unique power of asynchronous and real-time messaging

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Intelligent Automation

Routing, queuing and prioritization to filter through the noise and focus agents on the right conversations to maximize their time

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Enterprise Scale & Insights

Top-tier security, reliability, scalability and reporting for the most demanding digital customer care environments

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See the platform

Transform your customer care program into a competitive differentiator through the power of social messaging.

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Learn more from the Messaging experts

The Definitive Guide to Social, Digital Customer Service

Our Guide to Becoming a Paradigm of Effortless, In-the-moment Social Customer Service, at Scale.

Read the White Paper