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. 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
Workflow, automation and analytics platform designed to harness the unique power of asynchronous and real-time messaging
Routing, queuing and prioritization to filter through the noise and focus agents on the right conversations to maximize their time
The Benefits of Integrating Facebook Messenger Into Your Social Customer Care StrategyDownload Report
Our Guide to Becoming a Paradigm of Effortless, In-the-moment Social Customer Service, at Scale.Read the White Paper