Call Deflection to Messenger

Channel shift doesn’t have to be hard.

Contact deflection is one of the most effective ways to reduce your operational costs while enhancing your CX - by giving your customers the reactivity and immediacy they expect.

From phone to Facebook – in less than 15 (seconds).

Reduce your wait times, lower contact centre operating costs and cut inbound calls with Call Deflection to Messenger. Developed by our digital experts in direct collaboration with Facebook, our Call Deflection to Messenger solution is the first-ever technology to smoothly redirect your customers from the phone queue to the social messaging platform to start a chat conversation instead. When prompted with a recording, by simply pressing ‘1’ on the  smartphone keypad, your customer is transferred to Messenger within 15 seconds; a notification link is received and then a chat can begin.

From wait to great.
Transfer your customers from a call queue to an asynchronous CX channel.

Seamless transfer.
Shift contacts from voice call to Messenger in less than 15 seconds.

Engage with your customers through their channel of choice and prioritize voice for moments of truth.

Channel your agents’ expertise.

As the channels for customers to contact your organisation increase, voice takes on a strategic importance as the channel to deliver positive, emotional connections during moments of truth. Thanks to our world-first feature, your organisation has a proactive call-routing tool to ensure on-hold customers speak with an agent whose empathy and emotional intelligence make the difference between a resolution and dissolution. At the same time, by reducing the number of people on the phone line, you’ll better manage call volumes and the pressures on agents to handle less complex calls.

Proactive CX.

Meanwhile, by giving your customers a choice – rather than imposing a channel on them – you’re empowering them to take an active role in resolving their issue via a platform regularly used by over 1 billion people globally. In addition to rerouting, Call Deflection to Messenger extends your operating hours by connecting callers with a chatbot which can answer predefined questions or guide users toward self-service content and features. Furthermore, Call Deflection to Messenger allows your customers to submit questions 24/7 for agents to address at the beginning of the next working day.

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