As an official Facebook Marketing Partner, we are excited to announce Messenger integration as our next major customer care channel for #customerfirst global brands. This integration is an important next step in delivering on our vision of providing proactive customer care on any channel. It allows agents to be more contextually aware of their customer’s current circumstances based on the threaded history already provided through Messenger.

When an airline traveler receives a notice about a flight delay in Messenger, they can immediately get more details about the delay from a care agent. The agent can go one step further and set a reminder to follow up with the customer and let them know their flight is boarding, or check-in again after they land.  Additionally, if the customer flies on the airline regularly but isn’t a part of a loyalty program, the agent can tag them as a VIP and offer proactive alerts about flight delays to improve the customer experience after the issue has been resolved.

With 900 million monthly active users, Messenger has become one of the world’s most widely used messaging platforms and a major new channel for users to communicate with businesses. For our customers, the integration presents a frictionless, convenient way to answer questions and resolve issues in the Sparkcentral environment. Care agents will have the context they need, the moment they need it.

You can learn more about the details of our Facebook Messenger integration on our product page, but here are a few key details:

Gain Customer Context

Threaded conversation history equips care agents with the context they need, the moment they need it. This provides agents with a 360º view of the customer in real-time.

Enable Frictionless Interactions

Facebook Messenger integration presents a convenient, in-channel experience to answer questions and resolve issues on one of the world’s most popular messaging platform.

Humanize Customer Relationships

Communicate with customers in a more natural and immediate way, enabling personalized conversations and rapid resolutions.

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