In 2011, Facebook launched Messenger, its own instant messaging system. Following huge success with the public, this functionality is now available for some businesses in France, enabling brands to provide their customers with personalised care in real time.
Dimelo is working with AXA, which now uses Messenger for its Customer Relations
AXA, the 2nd biggest insurer in the world, is one of the first French businesses to use Facebook Messenger for its Customer Relations. Dimelo, which has been working with AXA for more than 2 years, has developed a plugin for Messenger in order to integrate it into its digital Customer Relations platform.
This service, where customers can contact advisers directly via Messenger through their website and on mobile, has been launched for AXA’s brand aimed at young people, “Switch by AXA”.
What are the benefits of Facebook Messenger for businesses?
Facebook has decided to market Messenger as a fully-fledged Customer Relations channel. What are the benefits of this?
- The adviser can now contact the customer directly and privately
- Exchanges can take place in real time or asynchronously
- If the customer is offline, they will receive a notification when they have a reply. Then there are all the other functionalities of the mobile app (message notifications, “message read” status, sending images, geolocation)
Dimelo: one of the first publishers to integrate Messenger into its platform
Dimelo is a 100% digital and integrated platform that covers all new Customer Relations channels.
Renaud Morvan, Head of R&D @Dimelo:
Originally published Apr 06, 2016, updated Sep 24, 2021