Dynamics 365 Customer Service users can now begin to connect with their customers using the Facebook Messenger service, within the Dynamics 365 platform. This is new functionality available in the latest release of Dynamics 365 Customer Service as part of the product’s omnichannel capabilities.
Facebook Messenger has approximately 1.3 billion monthly active users worldwide, ranking second among mobile chat apps worldwide, according to recent data publications. This massive user total is why Microsoft has included it a digital service messaging option within their latest platform release. Of course, Facebook Messenger is used primarily for social communications, it is also being heavily used in recent years to engage with Businesses, through their Facebook Pages.
A benefit to utilizing Facebook messenger is that Name and typically contact information is already established – meaning that forms do not have to be filled out in order to contact the required details of creating a Case/Incident Record within the Service Module. Also, messages can be sent back and forth between the Customer and Service Representative, allowing the both to return to the conversation at the most convenient time – so a live conversation is not required. Photos, etc. can also be shared. The convenience provided by this customer the flexibility to ask questions while mobilized 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 later.
Another benefit deals with location – if a customer reaches out to a company via their Facebook page on a Desktop, and then later switches to using the Facebook Messenger mobile app on their tablet or phone – the conversation remains the same, and the support and experience is unaltered.
Having that said, Facebook Messenger does allow customers to be able to reach out and engage with companies on a personal basis – and that scenario allows for a very personal experience, which can significantly improve customer feeling towards a company, and improve customer retention upon a positive experience.
This latest offering from Microsoft allows Customer Service Agents to chat and engage with customers, while being able to view and track their Account & Contact centric data – allowing the technicians to see all of the information they need to provide the best possible support to the customer.
This type of service engagement with the customer is consistent with digital industry trends – Providing a seamless, more personalized customer service experience across multiple channels.
To keep up to date on the latest features and advancements for Dynamics 365, and more broadly the latest Customer Service Cloud technologies available today, please check back and feel free to reach out to us at Nuway!
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