Erin Amstrup - Product Marketing Manager, Dynamics 365 Customer Service
Starting today, service teams can connect with customers using Facebook Messenger, the latest digital channel for Microsoft Dynamics 365 Customer Service. This new channel is included with our digital messaging offer, further extending our omnichannel capabilities within Dynamics 365 Customer Service.
The similarity of Facebook Messenger to live chat, an already popular channel for customer support, and the familiarity of more than a billion consumers with the social platform makes Facebook Messenger an ideal addition to our digital messaging offering. While large numbers of consumers are using social messaging channels like Facebook Messenger for their personal communication needs, they are also using mobile messaging channels to engage with businesses.
Unlike real-time channels like chat, Facebook Messenger gives users an asynchronous conversation experience, meaning a customer can send your business a message and then can close the conversation and return to it at a later point that is convenient for them, similar to how SMS engagement works. The convenience provided by this asynchronous nature gives customers the flexibility to ask questions on-the-go and respond to answers when their time permits. The difference with live chat is when the window closes, the session ends and the dialog is over. With Facebook Messenger, the customer can initiate a new experience with an agent through the same window at a later date. Plus, if the customer initiates a conversation from your company’s Facebook page on their desktop computer and then later switches to continuing the conversation from the Facebook Messenger app on their phone, the conversation is continued, creating a seamless support experience.
Facebook Messenger gives companies an opportunity to engage with their customers on a one-to-one basis, where and when the customer wants, providing a personalized experience that can help earn customers for life.
Benefits of Facebook Messenger in Dynamics 365 Customer Service
By including Facebook Messenger to our digital messaging offer, customers can contact support organizations via their channel of choice, while simultaneously arming agents with a true 360-degree view of the customer journey and the tools needed to deliver a quick resolution that is consistent across all channels of engagement.
This robust digital messaging offer further empowers contact centers to provide seamless, more personalized customer service across a broad array of channels. Combining Facebook Messenger with a variety of digital add-ons into one end-to-end offering, digital messaging expands the options for how your agents engage customers.
Facebook Messenger provides the following benefits:
- Customers can reach out to your company to seek support in an asynchronous manner and on a platform they’re already familiar with.
- Agents can use the same unified, contextual, and productive interface used by chat to engage with customers and resolve issues.
- Support center supervisors and managers can access rich reports to identify opportunities to increase efficiencies and effectiveness.
As a digital channel, the addition of Facebook Messenger further expands and unifies the core capabilities of Omnichannel for Customer Service, a configurable, high-productivity interface that extends the power of Dynamics 365 Customer Service. It provides contextual customer identification, real-time notifications, integrated communications, and agent productivity tools, including knowledgebase integration, search, and case creation.
At Microsoft, we’re investing in customer service to enable you to consistently deliver world class customer care on any channel, all the time. From agent productivity tools to AI-enabled apps, we’re innovating to help you earn customers for life. Facebook Messenger further expands our support for omnichannel capabilities to help drive more innovation and resources into your customer service organization that empower you to continually exceed customer expectations.