Sprint is looking to social media to help it better serve customers, teaming up with Coversocial, a cloud-based social customer service solution, to provide customer service via Facebook Messenger.
“We want to build long-term relationships with our customers who choose to engage via social channels and have the ability to respond in the channels they want to connect with us,” said Marci Carris, SVP of customer care at Sprint, in a release. “The addition of Messenger to our social care efforts was a simple decision. We are the first U.S. telecommunications company to implement Messenger. This channel is a way for us to have meaningful conversations with our customers when they decide and in the channel of their choosing.”
According to a Conversocial release, Sprint will use its messenger integration to serve an increasing number of customers who prefer to address account and service-related issues via social media.
“The conversation is taking place on mobile applications, and telecommunications businesses such as Sprint know that they need to be where the consumer is to assist — in the same channels and the same conversation — to help, engage and wow them,” explained Joshua March, Conversocial founder and CEO.
Earlier this month, Facebook launched its Businesses on Messenger platform, which is designed to allow customers to interact with companies from the company’s own website. March points to features such as “real-time chat, the ability to search for Sprint in Messenger and other innovations” that he says “will really serve social care.”
March adds, convenience is key.
“Consumers don’t want to be on one platform and then told, ‘please email or call us,’ by the brand. They want to have the conversation where they are and resolve any problems there,” March said.
Conversocial claims to manage more than 11 million social media correspondents on Facebook, Twitter, Google+, Instagram and YouTube.
