WhosOn Messenger integration: a feature dive

There are 1 billion, 300 million monthly active Messenger users. (That’s 1,300,000,000.)

The popularity of social media — particularly Facebook Messenger — is seeing the channel grow as a customer service tool. You need to be there to answer that call.

And to make doing so easier for your customer service agents, there’s WhosOn’s Messenger integration.

What is the WhosOn Messenger integration?

Our Messenger integration merges the messages you get through Facebook Messenger with your WhosOn live chat messages.

In other words, conversations from any customers reaching out through Facebook Messenger appear in your live chat client. So, chat agents don’t need to swap between channels.

Instead, they can receive and reply to Messenger queries just as they do their standard web chat sessions.

WhosOn’s Messenger integration also allows agents to make use of the smart chat features and reports that WhosOn has to offer. For example, intelligent canned response, sentiment analysis, real-time chat translation, and so on.

Who uses it?

Your customer service agents are the primary users of the WhosOn Messenger integration, but customers reaching out via Facebook Messenger also benefit.

Agents are the ones that will receive and reply to your customer service messages — no matter what channel they come from. Messenger integration means that agents can field those third-party queries efficiently.

All without swapping between channels, and all with the support of the live chat features they use in their standard chat interactions.

For customers, Messenger integration means a smoother experience. They don’t need to wait for a social media person to spot and field their query, and they’re not passed from person to person. They may not even have to wait, since live chats will typically get a real-time reply.

Why is Messenger integration powerful?

Having an omnichannel customer service offering is increasingly essential.

Today’s empowered customer expects to be able to contact you on their channel of choice – whether that’s web chat, social media, email, telephone, etc.

But that can present an admin challenge for your contact centre.

So, with any Messenger messages coming in through your WhosOn client, agents are less likely to get overwhelmed trying to manage too many channels. With most of (if not all) your messages in one place, fielding online queries is easier to manage.

This consolidation, then, allows agents to focus on providing a smooth service and great customer experience. Plus, they have access to the rich help desk features that come baked-in to WhosOn. So, they can whizz through chats quickly and efficiently.

Messenger integration also means your supervisors get analytical reports about Messenger interactions, as well as other chat interactions — making for a better view of your service offering.

How does it work?

First, you plug your Facebook app into WhosOn. (You can find configuration instructions in our support files if needed.)

Then, once connected, you can fine-tune your Messenger integration from the WhosOn settings portal. This will allow you to customise features like surveys, timeouts, and ratings for the customers using Messenger to talk to you.

From there, agents can receive and reply to Messenger messages in the chat client, just as they do with any other inbound chat requests.

Setting up Messenger integration via the WhosOn settings portal

WhosOn’s Messenger integration

As useful as your chat channel is, it may not be the first port of call for every customer. Some of them may want to contact you through social media.

Our Messenger integration makes it easy for them to do so. And, it’s but one of many features WhosOn has to offer.

Jump right in and see for yourself, with a 30-day free trial of WhosOn live chat software.

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