Staples Rolls out New Facebook Messenger for Business via the INSIDE Customer Engagement platform

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INSIDE maximizes efficiency by integrating and prioritizing Facebook messages directly into a highly visual agent dashboard

Facebook Messenger, one of the world’s most popular social messaging channels with over 800 million active users, is now allowing customers the opportunity to connect directly with businesses using the Messenger platform.

With full integration to the INSIDE Engagement Platform completed and enabled, your sales and customer service agents can now take advantage of this new method of connecting with customers, adding to the existing channel agnostic capabilities of INSIDE including email, text, web chat, mobile web and mobile app chat communications. INSIDE aggregate channel agnostic customer communication provides a 360 degree customer view for the rep/agent.

The new platform reduces customer service costs, offering opportunities to maximize revenue.

Once integrated & enabled, your customers will be able to use Messenger to;

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  • Chat directly to your agents.
  • Receive Product Recommendations with Product Images and Links.
  • Receive Order Confirmations.
  • Receive Shipping Notifications with active location maps.
  • Receive Order Update Confirmations.

“Staples customers are increasingly turning to social media channels to interact with our brand and by adding Messenger capabilities, we’re making it easier for them to connect with us and keep tabs on their order whenever and wherever they want.”

“We see Facebook Messenger as another extension of our omnichannel offering, letting businesses leverage the power of our e-commerce, social media and customer service capabilities to have the best shopping experience possible.”

 Faisal Masud Executive Vice-President, Global eCommerce, Staples

With INSIDE, Staples has boosted sales and slashed its cost to serve

  • Improved targeted customer engagements
  • Improved conversion
  • Increased Customer Life Time Value (CLTV)
  • Improved CSAT
  • Shifted contacts from higher cost voice channel to chat channel
  • Reduced cost to serve the customer