Rogers Announces Global First: Telecom Customer Care On Facebook Messenger

Rogers customer care is now available on Facebook Messenger. With the tap of a screen, Rogers customers can get the answers they need, the services they want, when they want by messaging Rogers on Messenger from their mobile or desktop.

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“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.”

Delivering customer care on Messenger creates a continuous chat where customers have the ability to respond at their convenience and keep track of the conversation just like they would with their friends. Starting today, the service is available on all consumer products between 7 a.m. and midnight daily. Rogers is the first and only Canadian telecommunications provider offering this service to its customers while our competitors’ customers wait on hold.

“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.”

This announcement is one more way Rogers customers can get service their way. It’s part of a commitment to overhaul the customer experience, investing over $100 million in improvements this year with another $100 million to come in 2016. Investments include 600 dedicated positions to support customer experience enhancements, extensive self-service tools including a new MyRogers app; Device Aid, a mobile diagnostic app; award winning Community Forums; along with a new interactive bill.  The company recently showed the biggest improvement in the annual report of the Commissioner for Complaints for Telecommunications Services (CCTS), with a reduction of 26.3% this year and 50% over the past two years.

SOURCE Rogers Communications Inc.