THE OFFICIAL FACEBOOK CHAT APP FROM OPTIMISE-IT GMBH IS APPROVED AND NOW AVAILABLE TO ALL COMPANIES.
HAMBURG-BASED OPTIMISE-IT GMBH, EXPERTS IN DIGITAL COMMUNICATION SOLUTIONS VIA LIVE CHAT, VIDEO CHAT AND WHATSAPP, NOW MAKES IT POSSIBLE FOR ANY COMPANY TO SIGNIFICANTLY INCREASE ITS REACH THROUGH FACEBOOK MESSENGER AND HANDLE ANY TYPE OF CUSTOMER REQUEST COST-EFFECTIVELY.
FACEBOOK MESSENGER AS A KEY COMMUNICATION MODULE
With its spin-off into a dedicated “Messenger” app, the Facebook messaging feature has been given the highest status on the social platform. Messenger is a key C2C and B2C communication module. For several weeks now, it has also been possible to send direct messages not only through the well-known Facebook Pages but also Facebook Ads, Facebook Comments and through integration into online processes on external websites (online shops). The extensive expansion of messaging features underscores Facebook’s increased co-alignment as a customer service platform. Now standing at 900+ million per month, the user figures also speak for themselves.
Automated responses à la concierge service assist companies in answering standard customer requests and increase the length of stay. With Realperson® Chat Suite, optimise-it provides a process that combines automated bot responses and personal specialist answers from service staff. There is no way around the fact that a personal adviser needs to be part of the communication when complex and customer-specific questions are involved.
AUTOMATE FACEBOOK MESSENGER REQUESTS WITH REALPERSON®
The proprietary Realperson® Messenger app allows companies to reach their customers and new audiences without wastage, anywhere, on any device, and in real time. All customer requests are automatically pre-qualified and, depending on the issue, automatically answered or forwarded to the right employee. Customers who have made a purchase on the website or online shop receive continuous support through the Realperson® Messenger app.
Sebastian Dettweiler, Facebook’s marketing manager for the DACH region, is confident that there will be a huge rise in the importance of Facebook Messenger for professional customer service:
“I’m delighted that optimise-it GmbH has been quick to design and implement new use cases for Messenger, facilitating even better customer communication through Facebook for enterprises in particular. The volume of messages via Messenger is set to quadruple – so businesses should prepare for this as early as possible.”
Customers benefit from having an already familiar real-time communication channel through which they can submit queries and request additional order information at any time. By always being on hand, companies increase customer retention and satisfaction.
The Realperson Messenger app’s automatic pre-qualification ensures that the only requests forwarded to service staff are those which could not have been handled conclusively without personal involvement. This process guarantees maximum efficiency and reduces the workload for your service team, social media team or contact centre.
The Realperson Messenger app can also be enhanced with integration into CRM, helpdesk or knowledge management systems.
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