Understanding the Fall D365 update: Facebook Messenger integration

There have been several improvements to the Dynamics 365 environment this fall. In an ongoing series this month, we will explore some of the changes that will be on interest of you.  

In part 1 of the Understanding the Fall D365 changes we explore Facebook Messenger integration.  

When Microsoft asked users for input on what changes they most wanted to see in D365 the full integration of Facebook Messenger was consistently brought up. It stands to reason. Most customers want their interactions with businesses to be fully integrated into their regular online experience. And, since most people have a Facebook account that they use daily, the ability to get things done on Facebook is a high priority for many.    

A big reason for that is the asynchronous nature of these channels. “Asynchronous” is a fancy way of saying “doing things on my time,” and it’s much different than the typical way that people deal with customer service – in a live chat or on the phone.  

There is no time limit on an asynchronous chat. You don’t have to listen to a bad cover of a Kenny Rogers song on hold, or risk missing the agent responding to your chat request while you were checking, well, Facebook.  

No, you just message the business and then when you find the time you check back and hopefully the business has responded.  

The Facebook Messenger integration feature allows companies to engage with their customers right where they are, providing them with a seamless and personalized experience that can help them become fans and brand advocates.   

It has the following capabilities:  

  • Administrators can configure social channels like Facebook Messenger to engage with their customers. 
  • Customers can reach out to the company through these channels and seek support in an  asynchronous nature. 
  • Agents can use the same unified, contextual, and productive interface used by Chat to engage with customers and resolve their issues. 
  • Supervisors and managers have access to rich reports to help them run the support center efficiently and effectively. 

We will be back with the second part of Understanding the Fall D365 Changes series soon.  

In the meantime you can listen to an archive of our CRM expert Angelina Jacobs’ Webinar on the Fall D365 changes here, or give one of our experts a call today to learn more about how D365 can drive your business forward.    

Duane Rollins

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