Conversocial, a Facebook Marketing Partner, has teamed up with Hyatt, a leading global hospitality company, to integrate with Facebook’s Messenger app as a new channel for Hyatt’s social care.
Messenger, Facebook’s standalone messaging app, has grown 40 percent from 2014 to 2015, and is currently used by more than 700 million people each month.
Conversocial enables brands to manage and resolve social customer service inquiries. Each month, it manages more than 11 million social media messages across channels including Facebook, Twitter, Google+, Instagram and YouTube. Conversocial’s new integration with Messenger is available as a real-time chat experience between consumers and brands.
Hyatt adopted Conversocial as part of its 24-hour Global Control Room efforts in July 2015. The company uses it so Hyatt colleagues across multiple customer contact centers can both respond to traveler queries and also proactively engage with guests to improve their travel experience over Facebook, Twitter and Instagram. When Hyatt made the decision to add Messenger as a communication, engagement and resolution platform, the implementation took little training or time given the existing integrated platform.
“We want to build long-term relationships with our guests, and that means connecting with them throughout the travel journey in the ways they want to connect with us,” said Dan Moriarty, director of digital strategy and activation for Hyatt. “The addition of Messenger to our around-the-clock social care efforts was a no-brainer. It’s just one more channel in which we get to have meaningful conversations with guests and help them to be their best, on the road and right away.”
Joshua March, CEO and founder of Conversocial said:
“The conversation is taking place on mobile and social media apps, and businesses need to be where the consumer is to assist — in the same channels and the same conversation — to help, engage and wow them.”
“Messenger’s new Businesses on Messenger product is going to be a growing channel to do this, and it brings in many new features including transaction receipts, real-time chat and other innovations which will really serve social care – it’s reinventing live chat for the mobile, social generation and we’re excited to be one of the few partners selected to enable this new functionality and to implement it with a socially-recognized brand such as Hyatt.”
Conversocial’s Messenger integration is available to all users as part of the enterprise social media customer service platform which is designed for contact center agents; optimized for CRM and customer service technologies; and managed for tracking, compliance and metrics.
March concluded: “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 — brands such as Hyatt recognize this in-the-moment customer service philosophy. Hyatt’s focus and mission is centered on being there for its guests, and that certainly spans into the social world and where those conversations are taking place.”
Hyatt recently received the 2015 Skiftie Award for Best Social Media Customer Service.
Dan Moriarty, director of social strategy and activation for Hyatt added:
“Hyatt has long offered guests the ability to private message us through Facebook as part of our 24/7 global social care efforts in addition to many other social channels, and we are excited to test deeper integration with Messenger. We want to connect with guests in any way they want to connect with us, and Facebook Messenger offers a huge user base. We always look for opportunities to jump in when we a critical mass of travelers using a tool and if we think there are opportunities to use it to build relationships and improve guests’ experiences. One thing that’s really important is that while technology and platforms power our social care, it’s people who fuel it. We trust our people to be themselves and do what needs to be done, and that’s why we have been so successful. We look forward to seeing how our guests use Messenger to connect with us.”
Interesting links:
- Texting Your Hotel—The Next Evolution of Hospitality Customer Service
- Hyatt Regency constructs giant gingerbread house
- Conversocial Upgrades the Industry to a New Standard of Social Customer Service