As customers and companies continue to meet on Facebook to address support and sales issues, VirtuOz is launching its first customer service engagement tool, also known as an intelligent virtual agents, for the social network.
VirtuOz cites two data points to support its Facebook initiative. A Zendesk study found that 62 percent of consumers have used social media for customer support, generally in the retail, telecommunications and travel/hospitality industries.
Facebook is also the largest social media platform for consumers to interact with businesses, having three times the volume of other leading social media venues combined, the study also revealed.
VirtuOz also announced today that the first corporate Facebook page to deploy its IVA is the European travel web site Voyages-sncf.com.
Visitors to their Facebook can say “bonjour” to Léa, the travel company’s virtual customer service agent, whom the agency hopes will increase customer satisfaction and encourage favorable wall posts and recommendations.
Léa is able to directly answers customer questions, and can also send questions back to live agents, to ensure an issue is completely resolved on Facebook.
Pam Kostka, chief marketing officer for VirtuOz, added the following statement in a company news release:
Listening and monitoring social networks is no longer sufficient. Deploying an IVA on a corporate Facebook page helps companies move beyond passive social service to active social service. Through the IVA for Facebook, companies can quickly respond in a personalized way to customer requests, comments, or inquiries and provide service through one of the world’s most popular points of entry to the web for 800 million-plus active users.
Have you used Facebook to get customer service questions answered? It will be interesting to see how this trend evolves on Facebook.
While companies are attempting to increase engagement with consumers on their Facebook pages, the results have so far been mixed. Econsultancy reports that less than 5 percent of customer questions posted on Facebook pages get answered.