A few months back, Facebook announced that it would work to develop Messenger into a tool for business. Today, we are seeing the first examples of this happening, especially since the international hotel chain Hyatt decided to test Messenger to handle all of its customer service.
If you are a Hyatt customer, you can now use Facebook Messenger to reach its customer service department. In fact, there is a lot you can do from the app: anything from, checking availability, making reservations, enquiring about room features, to ordering room service, once you have checked in.
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Hyatt sees huge potential in this more personalised approach to customer service. Messenger makes the exchange more responsive, as customers can know when their requests have been read, and when someone is currently typing to respond. On top of that, Facebook Messenger allows them to send through rich media and web links, something telephone support cannot do for obvious reasons.
Dan Moriarty, Director of digital strategy and activation for Hyatt, explained:
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.
Hyatt is not a newcomer to social media customer support. The company is using Conversocial, a cloud-based social customer service agency, to monitor and manage its various social channels since July 2015. They have already been active on Twitter. However, Facebook’s large user base, and the possibilities offered by Messenger, were an obvious choice for the hotel chain.