eGain Enables Conversational Customer Service through Facebook Messenger

eGain Has Integrated Support for Facebook Messenger into the eGain Advisor Call Center Agent Desktop

eGain, the leading provider of cloud-based customer engagement solutions, announced its integration with Facebook Messenger. eGain has integrated support for Facebook Messenger into the eGain Advisor call center agent desktop.

With so many brands and merchants using their Facebook company page to engage with customers, it’s a natural progression for these customers to send customer service requests via Facebook Messenger. Ensuring that these interactions can be integrated into the enterprise customer engagement platform is critical to ensure a brand’s high standards for customer experience can be met. With Facebook Messenger chat integrated into eGain Advisor, a CSR has access to the full power of eGain’s AI-powered technology to quickly resolve any issue with which a customer is struggling.

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The user population on leading messaging apps has already surpassed the userbase on social networks. Facebook Messenger alone boasts of 1.3 billion users. According to Forrester, Facebook and Facebook Messenger together represent 16% of the time consumers spend on apps. Moreover, 56% of consumers surveyed in a Nielsen study would rather message a business than call customer service, and 67% expect to message businesses even more over the next two years.

“Providing customer service where digital consumers ‘live’ is emerging as a business differentiator. This integration makes it easy to provide conversational service through Facebook Messenger, that is also powered by knowledge and unified with other touchpoints,” said Ashu Roy, eGain CEO.

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Key capabilities

• Initiate customer service conversations from the business’ Facebook page using Facebook Messenger
• Exchange rich content, including multiple document types and images
• Handle conversations, leveraging the powerful capabilities of eGain Advisor agent desktop that provides
  1. Personalized, proactive customer engagement with award-winning digital engagement capabilities that is also unified with voice
  2. A Solve button for easy access to contextual knowledge and conversational guidance, powered by knowledge and AI reasoning

eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web and contact centers help clients deliver connected customer journeys in an omnichannel world.

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