Customer service via social media
Provide effective customer service via WhatsApp, Facebook Messenger, Viber and other popular social networks used by your customers.
Acknowledge your customer’s preferencesImprove engagement with customers who prefer real-time chat to phone calls or video.
Lower your costsReduce your support costs while improving your customer experience.
Participate in your customer’s worldEnhance your presence on the social platforms most important to your customers.
Create rich, branded experiences for your customersEngage in contextual and media-rich conversations using images, audio, video, and location-based insights.
How customer service via social media works
Establish your presence on popular social and chat networks
When a customer finds your brand on a chat platform such as WhatsApp, Facebook Messenger, or others, they can initiate a conversation with your support team.
Process the request using your CRM application
The customer’s message is routed to your customer service application such as Sparkcentral, Zendesk, Salesforce Service Cloud, or your custom CRM.
Engage your customers immediately
Your agents reply through their customer service app and your customers via their favorite chat app. The Vonage Messags API facilitates the conversation regardless of social platform.