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Social Customer Service Through Facebook Messenger

Posted on 11.10.2015

Conversocial is helping brands provide social customer service through Facebook Messenger.

The social customer service provider announced its integration with Facebook Messenger to help brands offer real-time, personal and secure customer service at scale. Through the integration, brands can offer customers a consistent experience with personal interactions that span the customer journey, from purchase and confirmation to support.

When leveraging the customer service channel, both the customer and agent can see indicators when the person is responding, which provides a live-chat experience. Rich visuals can also be seen in the conversation, including receipts, order tracking and past purchases. Plus, customers can engage with the brand on their own terms and continue the conversation from anywhere, including desktops and mobile devices.

Hyatt is among the first brands to leverage the Messenger integration. According to the company, the addition of Messenger was a no-brainer, as it offers one more channel to have meaningful conversations with guests.

“The conversation is taking place on mobile and social media apps, and businesses need to be where the consumer is to assist — in the same channels and the same conversation — to help, engage and wow them,” said Joshua March, CEO and founder of Conversocial. “Messenger’s new Businesses on Messenger product is going to be a growing channel to do this, and it brings in many new features including transaction receipts, real-time chat and other innovations which will really serve social care – it’s reinventing live chat for the mobile, social generation and we’re excited to be one of the few partners selected to enable this new functionality and to implement it with a socially-recognized brand such as Hyatt.”

It is important to note that the Messenger integration is currently available to all Conversocial users as part of the company’s enterprise social media customer service platform.


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