Sprint has partnered with Conversocial, a cloud-based social customer service solution to leverage Facebook Messenger as a new channel for its customer service support. Conversocial enables brands to manage and resolve social customer service inquiries.
Sprint has implemented a new approach to its customer experience/customer service across social media, having selected Conversocial this year to empower agents to move incoming concerns to resolution across Facebook, Twitter, and other social sites. Sprint identified a large segment of its customer base that preferred to engage via social, with specific account and/or service- related needs.
Conversocial’s new integration with Messenger is available on the Conversocial platform as a real-time chat experience between consumers and brands to bring real scale and more human conversations.
Marci Carris, Senior Vice President- Customer Care at Sprint
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.
Joshua March, CEO and founder of Conversocial
Facebook’s new Businesses on Messenger is going to be a growing channel to do this, and it brings in many new features including real-time chat, the ability to search for Sprint in Messenger and other innovations which will really serve social care.
