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Ovum » Support for the use of Facebook Messenger in the contact center is growing

Question asked by scottkendrick Employee on Jun 8, 2016
I've heard a lot lately about the rise in the use of Facebook Messenger in the contact center.  It makes total sense as it's the perfect hybrid between email, chat, and SMS.  It allows for rich content, even apps to allow for interactivity and visuals.  It is increasingly becoming direct to device and therefore has substantially higher open and response rates than email.  It often leads to a live dialog (given the direct to device nature) similar to chat.

Have any of you added Facebook messenger as a channel for customer engagement in your contact centers?

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