Notification - Gartner MQ 17

The 2017 Gartner Magic Quadrant for Contact Center as a Service is Here Download

Facebook Messenger Contact Center Solution

Engage your customers where they are with marketing, sales or service support for Facebook Messenger.

Facebook Messenger Contact Center Solution

Engage your customers where they are with marketing, sales or service support for Facebook Messenger.

Facebook Messaging for the Contact Center

Customers want you to be able to engage them where they are and with the most convenient technology. With 1.2 Billion people using Facebook Messenger every month, customers expect you to be able to support messenger communications. And with CxEngage, you can give customers a seamless experience with your brand directly from Facebook Messenger.

Facebook Messenger Contact Center Features

Channel Blending

Messenger is strongest as a service channel when supporting other channels. CxEngage lets you blend Messenger into any other channel flow.

Automation

Automatically send Facebook messages at any point during an interaction or to initiate an action or sequence on receipt of a customer message.

Messaging Templates

Pre-configure message templates, that help maintain consistency and accelerate customer response times.

Inbound

Assure that customers are being routed to the most skilled and proficient available agent to resolve their issue or questions.

Self Service

Enable automatic responses to Facebook Messenger containing certain keywords or phrases.

Surveys

Send a follow up survey when the interaction is fresh in their mind, for interactions on any channel.

Additional Features

  • Pro-actively notify users of important status updates
  • Get built-in compliance tools, such as mobile opt-in
  • Learn from integrated channel reporting
  • Integrate out of box with leading CRMs including Salesforce.com and Zendesk

Improve Customer Experience While Reducing Engagement Costs

Operational Efficiency

Automated or Agent-Assisted Facebook Messenger Service

CxEngage lets you seamlessly blend automation and self-service with agent-assisted service. By monitoring self-service interactions and giving customers the ability to pivot to an agent interaction, you improve the customer experience while minimizing agent resource usage.

Support the Customer Lifecycle

Facebook Messenger for Marketing, Sales, and Service

You can send outbound marketing campaigns as automated responses and campaigns. Sales can automatically respond to lead requests and prospect via one on one text. By working in the same tool, your inbound and outbound teams provide cohesive, delightful customer experiences.

Data-Driven Improvement

Text Analytics and Survey Reporting

Our unified, customer-experience oriented solution lets you leverage powerful analytical tools and reporting engine for messaging based campaigns. Measure sentiment with text analytics and see omnichannel survey results in one place, for unparalleled ROI awareness.

Works Where You Work

Embed in Your CRM or Utilize Standalone

Use CxEngage and its messaging features within salesforce.com, Zendesk, or another CRM. Use it as a standalone tool in the Skylight for CxEngage agent workspace. Or, use a mix of these approaches. CxEngage is flexible enough to adapt to how you work.

The Omnichannel Facebook Messenger Solution

Our Facebook Messenger solution is part of the CxEngage cloud contact center solution. CxEngage is the always-on, highly secure, true multi-tenant, and instantly scalable Contact Center as a Service (CCaaS) platform designed to enable exceptional customer experiences, anywhere, anytime. 

Businesses can automate message flows with CxEngage’s flow builder tool. Agents and sales professionals can use Facebook Messenger within Skylight for CxEngage or from the Agent Toolbar embedded in the CRM.