Customer service via social media
Provide effective customer service via WhatsApp, Facebook Messenger, Viber and other popular social networks used by your customers.
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Acknowledge your customer’s preferences
Improve engagement with customers who prefer real-time chat to phone calls or video.
Lower your costs
Reduce your support costs while improving your customer experience.
Participate in your customer’s world
Enhance your presence on the social platforms most important to your customers.
Create rich, branded experiences for your customers
Engage in contextual and media-rich conversations using images, audio, video and location-based insights.How customer service via social media works
Establish your presence on popular social and chat networks
When a customer finds your brand on a chat platform such as WhatsApp, Facebook Messenger or others, they can initiate a conversation with your support team.
Process the request using your CRM application
The customer’s message is routed to your customer service application such as Sparkcentral, Zendesk, Salesforce Service Cloud or your custom CRM.
Engage your customers immediately
Your agents reply through their customer service app and your customers via their favourite chat app. The Vonage Messages API facilitates the conversation regardless of social platform.
Programmable elements used in this solution
Why choose Vonage APIs for customer service via social media?
A single API for the most popular social networks
The Vonage Messages API integrates with the major social networks, so you can offer a support and engagement presence on your customers’ preferred platforms quickly and easily.
Less code to write and maintain, plus faster time to market
Vonage APIs eliminate the need to understand and manage the nuances, restrictions and features of different chat apps — so you can focus on what you do best. Just connect to the Vonage API and start chatting.
Stable API despite frequent changes by the chat platforms
Vonage Messages API is proven and stable — so you do not have to worry about API updates from each chat app. Even if the networks change their API structures, your pathway to real-time customer engagement will not change.Related solutions
