iAdvize, the online customer engagement solution in Europe, has announced that its platform now integrates with Facebook Messenger for Business. Brands can communicate with their customers and prospects via Messenger (800 million users worldwide).
iAdvize's integration of Messenger allows customers to receive purchase information and updates - such as delivery, customer service support, etc. - within the application and use it to communicate directly with the business. In addition, they can access their entire shopping history from one place instead of looking through a series of emails, making their interaction with businesses simpler, faster and more intuitive.
Messenger enables businesses to respond to all messages that customers send via the application from the iAdvize platform, in the same way as they reply to chats on the website. This marks a significant step away from the traditional online buying process which previously required long email chains every time a purchase is made.
iAdvize's integration of Messenger evolves the user experience
iAdvize clients such a rail distribution company VoyagesSNCF and telecommunications company Numéricable can now interact with their customers via Messenger. All messages are centralised within the iAdvize interface and customer support agents have access to all the information about a customer's order (content, expected delivery date, address, etc.) which reduces response time and improves customer satisfaction.
"We want to make things as easy as possible for our customers by enabling them to use the channels they already do on a daily basis. We want to adapt to what they are used to, not the other way round. Making it possible for them to receive their journey information and updates directly within Messenger via the platform of our partner, iAdvize, is part of creating a more simple, smooth and integrated customer experience", Franck Gervais, managing director of the Voyages-sncf.com Group.
"We are delighted that Voyages-sncf.com is one of the first partners in France to use Facebook Messenger as a new communication tool. This platform is the sign of a new customer service era that will drastically improve the purchase experience whilst strengthening relationships between brands and customers. Messenger is used by more than 800 million people every month. It has now become a simple and efficient communication tool that enables businesses to interact in real-time with their customers and build personalized services that meet expectations and new habits", adds Laurent Solly, Managing Director of Facebook France.
Thanks to iAdvize's behavioural targeting technology, brands can decide to focus on customers and prospects who will most benefit from real-time support. They can choose to engage with visitors via Messenger depending on their profile and context. They can also integrate Messenger within their global engagement strategy alongside other real-time support channels.
"We are delighted we can help our clients face the ubiquity challenge: engaging with customers and prospects anywhere and at any time by offering such a seamless integration between different customer service channels. This innovation enables our clients to meet the expectations of the 800 million Messenger users, whilst preserving the simplicity that is inherent to the iAdvize solution," says Julien Hervouët, CEO at iAdvize.
From the same panel, agents can handle simultaneous conversations coming in from Messenger, social media and websites via Chat, Voice or Video. Thanks to the reporting interface, the customer service team can monitor performance thanks to more than 150 indicators that measure customer satisfaction with Messenger (occupancy rate, response time, average handling time, etc.). According to Nielsen, the Messenger app was the fastest growing app of 2015 with roughly 800 million monthly active users.