Leading Social Customer Engagement Platform Enables eir to Utilize Facebook Messenger as a Premium Channel to Provide Personalized and Real-Time Service for its Nearly 2 Million Subscribers
(New York and London) July 26, 2016 - Conversocial (@conversocial), the leading social customer engagement platform, announced today the launch of eir’s integration with Facebook Messenger. The new partnership will enable Ireland’s largest telecommunications provider to directly and discreetly engage with its nearly 2 million subscribers. Facebook Messenger for Business joins Twitter as an additional way that customers can reach eir and is the latest addition to its existing social customer service strategy. With over 900 million active users, Facebook Messenger is fast becoming the engagement channel of choice for businesses and consumers around the world.
“Social channels empower customers to have a real and impactful voice, and the brands that embrace this new type of always-on customer are the ones that are going to succeed. Differentiation is critical in today’s telecommunications market and providing premium and personal engagement with customers on their channel of choice drives the type of relationship that keeps customers loyal and happy,” said Joshua March, CEO of Conversocial. “Human interaction has always been at the core of excellent customer care and nowhere is this more evident than in the growing appetite for social channel engagement. eir’s integration of Facebook Messenger is the most recent example of its social-first approach and is a testament to the value that social customer engagement brings to the table.”
Conversocial is the platform of choice for leading global telecommunications providers including Sprint, Virgin Mobile and more. By enabling telecom companies to engage their customers in real-time over FB Messenger, Twitter, Instagram, Google+ and more, service providers are able to quickly respond to their customers’ needs and queries easily and effectively. Today’s social, mobile consumers are empowered by their devices and expect a personal and tailored experience from their providers. Intimate, real-time, and convenient customer engagement is what Conversocial consistently delivers to its clients, enabling them to drive humanity at scale.
“We are always looking for new ways to improve how our customers interact with us, and with over 74% of customer interactions happening digitally, it is more important than ever to develop our offer in these channels. Working together with Conversocial, we are able to now address our customers’ needs, wants, and concerns wherever they are, online and offline,” said Richard George, Director of Digital at eir. “The convenience, higher engagement and ability to address customer interactions in a user friendly and easily accessible space fits with our broader customer service approach, and desire to create brilliant experiences that our customers will remember us for.”
The service is now available to all eir customers.
Conversocial (@conversocial / www.conversocial.com) is the leading social customer service platform enabling hundreds of global brands including AIB, Aer Lingus, Hyatt, Hertz, Tesco, Alaska Airlines and more to engage directly with the new socially empowered customer to drive real and lasting relationships. Customer engagement is a critical differentiating factor for customers and Conversocial’s platform allows brands to provide the most human, scalable and impactful engagement by maximizing social channels. Conversocial is the leading innovator in the sector, having pioneered solutions on FB Messenger, Twitter, YouTube, Instagram and more through their close partnerships with leading social giants like Facebook, Google and Twitter.
eir is the principal provider of fixed-line and mobile telecommunications services in Ireland with approximately 2 million customers. The company has the most extensive fixed and mobile network in Ireland and provides a comprehensive range of advanced voice, data, broadband, TV and ICT services to the residential, small business, enterprise and public sector markets. The wholesale division, Open eir, is the largest wholesale provider in Ireland with more than 40 operators using our network. In 2013, eir was the first operator to launch 4G services in Ireland.
The company has 3,300 full time equivalent employees. The cornerstone of the company’s current €2.5 billion strategic investment programme is the construction of Ireland’s largest fibre broadband network that will reach 1.9 million homes and businesses by the end of 2020 using FTTC and FTTH technologies.
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