Facebook Messenger has been added as extra digital channel in Dynamics 365 Customer Service

Dynamics 365 Customer Service adds Facebook Messenger

Just before the holiday season kicked off, Microsoft included Facebook Messenger as an extra digital channel for Dynamics 365 Customer Service. Customer support teams will now be able to assist their clients using this popular social messaging channel.

By adding Facebook Messenger, Dynamics 365 Customer Service is extending its omnichannel capabilities. Interaction with your customers on their preferred channel is possible in various ways like email, phone, SMS, live chat and the recently added Facebook messaging app.

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Advantages of Facebook Messenger in Dynamics 365 Customer Service

The asynchronous nature of conversations in Facebook Messenger is undoubtedly an important reason for its inclusion and integration within Dynamics 365 Customer Service. Thanks to this asynchronous character, customers experience the convenience of getting their issues resolved as and when they find time.

When using live chat, the session ends when the chat window is closed. With Facebook Messenger, the customer can continue the dialog with a customer service agent through the same window at a later time. Even when it’s started on their desktop and proceeded on their phone, the conversation is continued, creating a seamless support experience.

With more than a billion active users, Facebook Messenger is one of the biggest messaging apps worldwide. Certainly, it’s a platform many costumers are already familiar with.

Other benefits of the fresh integration of Facebook Messenger are:

  • Service agents will access the messaging conversations in Dynamics 365 Customer Service through the same unified interface already used by chat to engage with customers and resolve outstanding issues.
  • Support center supervisors and managers will also get access relevant and detailed reports to identify opportunities to increase efficiencies and effectiveness.

As a wrap for this latest update, we are quoting Erin Amstrup, Product Marketing Manager, Dynamics 365 Customer Service:

“By including Facebook Messenger to our digital messaging offer, customers can contact support organisations 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.”

Read more about Microsoft’s addition of Facebook Messenger in Dynamics 365 Customer Support on their blog.

Get in touch if you would like to know more about Microsoft Dynamics 365 Customer Support or any other Dynamics 365 related question. Stay tuned for more Dynamics 365 news!

Source: Microsoft