67% of companies believe social customer service is the most pressing short term priority.
An increasing number of customers sought to have their inquiries answered via our clients Facebook page, putting their social team under significant strain to provide answers to questions usually answered by their UK support contact center agents.
This bank needed a solution that would enable them to link their brand’s Facebook page to their contact center, making the necessary integrations and equipping agents with the tools to start providing customer support through Facebook Messenger.
With our solution Webex Connect, they were able to:
Provide instant customer support through one of their favorite messaging channels.
Reduce inbound call volume by 15%.
A better CX experience, in fact 70% of customers who used the service gave positive feedback
