Customer Journeys
- Monitor and respond via Facebook messaging channel
- Day and night access to customer service via Facebook
- No need to switch to other communication channels
How I Help the Business
- Automate Facebook monitoring and handle responses
- Free up agents to handle more complex customer issues
- Offer alternative to email, web or voice channel
How I Help the Customer
- 24/7 availability and access via Facebook Messenger
- Respond to customer across their preferred channel
My Metrics
# FB messages received
% messages responded to
% passed to human agents
# FB messages resolved