For a platform all about addressing customer needs and experiences, the ability to reach and engage those customers is obviously important. Dynamics 365 has taken another major step forward in this regard by adding Dynamics 365 Customer Service Facebook Messenger support. With more than a billion Messenger users, it is logical move for Microsoft to strengthen the omni-channel capabilities of the solution with this integration.
Whereas D365 Customer Service already utilizes real-time live chat as a digital channel offering for support, there are distinct advantages offered by Facebook Messenger integration.
Dynamics 365 Customer Service Facebook Messenger benefits include:
- Customers can seek support in an asynchronous nature (close the conversation after having a question answered, then ask another at a later time or date without missing a beat)
- Accessible in Dynamics 365 Customer Service through the same interface already used for the existing Chat channels.
- Management can view useful data compiled into reports in order to provide better support in the future