Customer Service via Social Media

Provide customer service via Facebook, WeChat, or and other social networks used by your customers

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BENEFITS

Become part of your customers’ social network

Acknowledge your customer’s preferences
  • Improve engagement with customers who prefer real-time chat to phone calls or email.
Lower your costs
  • Reduce your support costs while improving your customer experience.
Participate in your customer’s world
  • Enhance your presence on the social platforms most important to your customers.
Create rich, branded experiences for your customers
  • Engage in contextual and media-rich conversations using images, audio, video, and location-based insights.
How it works
Give your fans a voice
1
Establish your presence on popular social and chat networks
When a customer finds your brand on a chat platform such as Facebook Messenger, WeChat, Viber or others, they can initiate a conversation with your support team.
2
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.
3
Engage your customers immediately
Your agents reply through their customer service app and your customers via their favorite chat app. The Nexmo Chat App API facilitates the conversation regardless of social platform.

BUILDING BLOCKS

Programmable Elements used in this Solution

Manage Social Accounts
Send a Message
Receive a Message

THE NEXMO EXPERIENCE
Quality, Support, Scalability