Mobile network operator Rogers Communications today announced the launch of telecom customer care on Facebook Messenger.
Call center agents at Rogers Communications, a leading telecom operator in Canada, will be assisting the wireless customers when they approach them on their social media.
By tapping the screen, Rogers customers can get the answers and services by messaging Rogers on Messenger from their mobile phone or desktop.
Rogers Communications is trying to tap more than 16 million Canadians who are on the Facebook media platform every day. Wireless customers can chat with customer care agents and get enough response. More than 700 million people use Facebook Messenger to stay connected to the people.
Earlier, Rogers announced plans for investing over $100 million for improving customer experience this year. Rogers will be making another $100 million investment in 2016. Investments include 600 dedicated positions to support customer experience enhancements, self-service tools including a new MyRogers app; Device Aid, a mobile diagnostic app; Community Forums; along with a new interactive bill.
Guy Laurence, president and CEO, Rogers Communications, said: “We met with the Facebook team earlier this year, and immediately began development of this service for our customers. We want to bring our customers the best self-service in the world and that’s what we’re doing.”
Starting today, the customer care service is available on all consumer products between 7 a.m. and midnight daily. Rogers is the first and only Canadian telecom network operator offering this service to its customers.
“Telecommunication companies receive a high volume of questions on Facebook,” said Jordan Banks, managing director, Facebook Canada. “Self-serve is the future and it’s clear that Rogers is leading the charge.”
The company’s investment in customer care is paying off. The company recently showed the biggest improvement in the annual report of the Commissioner for Complaints for Telecommunications Services (CCTS), with a reduction of 26.3 percent this year and 50 percent over the past two years.