Dynamics 365 Customer Service adds Facebook Messenger capabilities


Dynamics 365 Customer Service allows businesses to interact with customers on their preferred channel, it can be a regular chat, SMS, email, and phone. Microsoft recently announced that Dynamics 365 customer service users can now connect with customers using Facebook Messenger, extending the channel capabilities of Dynamics 365 customer service. This new channel is included with our digital messaging offer, further extending our omnichannel capabilities within Dynamics 365 Customer Service.

Facebook Messenger gives users an asynchronous conversation experience. This means that the customer can send your business a message and close the conversation and return to it at a later point that is convenient for them. The convenience gives customers the flexibility to ask questions on-the-go and respond to answers when their time permits.

Facebook Messenger provides the following benefits:
  • Customers can reach out to your company to seek support in an asynchronous manner and on a platform they’re already familiar with.
  • Agents can use the same unified, contextual, and productive interface used by chat to engage with customers and resolve issues.
  • Support center supervisors and managers can access rich reports to identify opportunities to increase efficiencies and effectiveness.
Dynamics 365 for Facebook
Live chat vs. Facebook Messenger

The difference with live chat is when the window closes, the session ends and the dialog is over. With Facebook Messenger, the customer can initiate a new experience with an agent through the same window at a later date. With Facebook Messenger app the conversation is continued, creating a seamless support experience. Not only it supports agents to communicate with customers across the same interface, but support center supervisors and managers access contextually relevant reports that help increase the overall efficiency of the process.

Facebook Messenger gives companies an opportunity to engage with their customers on a one-to-one basis, where and when the customer wants, providing a personalized experience that can help earn customers for life.


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