Rogers Becomes First Carrier to Offer Customer Care Through Facebook Messenger
Rogers has announced today that it is launching customer care on Facebook Messenger, a global first, thanks to the carrier’s partnership with Facebook. When Rogers customers start a conversation on Messenger, a carrier representative will answer with the required information.
“Over 16 million Canadians are on Facebook every day so we wanted to go where our customers are – it’s that simple,” said Guy Laurence, President and CEO, Rogers Communications. “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.”
As of today, the innovative customer care service is available daily on all consumer products between 7 a.m. and midnight.
“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.”
David Marcus, VP of Messenger added, “More than 700 million people use Messenger to stay connected to the people and now, businesses, they care about. We’re pleased that Rogers is leading the way in the telecom vertical, delivering their customers the best way to communicate quickly, conveniently and within context…all inside one of their favourite apps.”
Also, as part of the announcement, Rogers reinforced its commitment to overhaul its customer service by investing over $100 million in improvements this year and another $100 million next year.
The investment includes 600 dedicated positions to support customer experience improvements, extensive self-care tools, Device Aid, a mobile diagnostic app, and others.
To start a conversation with a Rogers representative, head over to the carrier’s Facebook page and choose the Message button or, on rogers.com/Facebook, click on the Facebook Messenger button and search for Rogers in Messenger.