Tuesday, April 18th, 2017 | 3 min read
When Facebook Messenger was launched in 2011, most observers considered it just another feature of the massive social platform.
It has become much more than that.
Facebook Messenger now has over 1.2 billion monthly active users. This massive user base reflects the central role Messenger plays in digital communication, but it also presents a unique opportunity for brands to enhance the experience they provide to every single customer.
Over the past few years, Facebook Messenger has taken steps to help brands interact with consumers in a relevant, personalized way.
It is now so much more than a basic chat platform – it’s become a way for brands to offer highly personalized interactions with end users. Whether it’s changing the experience based on the context of the conversation, ordering products directly from a messenger chat, or just sending stickers, gifts, and emojis back and forth – brands using Facebook Messenger can now act more human than ever.
With entire customer histories logged into single chats, members of every department within a company can have a complete view of the customer, and access the information necessary to provide the most helpful experience possible.
Now that Messenger has moved from a feature of Facebook to a platform in its own right, the possibilities are endless. Just like the app revolution unleashed a wave of innovation for how brands engage their customers, companies that embrace messenger can dream up whole new ways to interact with their customers.
As a consumer, imagine checking an account balance, making a payment, or exchanging documents with every one of your favorite companies – all within a single interface. Now, as a brand, imagine being able to participate in this experience without any of the hassle of app development and adoption. We are about to see a massive wave of Messenger-driven innovation.
At Sprinklr, we are excited to work with Facebook as they continue to make Messenger a vital channel for connecting with customers.
In addition to supporting Messenger functionality in Sprinklr, we have developed deep integrations that allow companies to access a holistic view of their customer, and use that view to offer personalization in every Messenger conversation.
What’s more, Sprinklr offers robust, automated routing that help brands offer seamless customer interactions between automation and a live agent.
As with every Sprinklr capability, our Messenger integration uses the same reporting infrastructure as our entire unified platform. Customers can combine their Messenger data with universal analytics to generate valuable insights, as well as run Facebook messages through our social listening solution to extract deep consumer insights.
Consumers have spoken. Conversations have moved into messaging apps, and brands can’t be far behind. As we enter a world where self-service options dominate consumer-brand interactions, every enterprise will need an innovation strategy for Messenger. Sprinklr + Messenger makes that possible for big brands.
As we continue to innovate, our close relationship with Facebook will allow us to stay on the cutting edge of its new features and functionalities. We can’t wait to show you what’s possible.