Dynamics 365 Customer Service allows businesses to interact with their customers on their preferred channel, it can be a regular chat, SMS, email and phone. Microsoft on Friday announced that Dynamics 365 Customer Service users can now connect with customers using Facebook Messenger, extending the channel capabilities of Dynamics 365 Customer Service.
Around 1.3 billion customers use Facebook Messenger for their personal communication needs. And many of them prefer using the same Messenger app to communicate with businesses. Also, the asynchronous nature of Facebook Messenger gives customers the convenience of getting their issues resolved as and when they find time. So, the new Facebook channel support in Dynamics 365 Customer Service allows businesses to capitalize on the social media trend and engage with their customers in a personalized and easy way.
“By including Facebook Messenger to our digital messaging offer, customers can contact support organizations 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,” wrote Erin Amstrup, Product Marketing Manager, Dynamics 365 Customer Service.