TORONTO – Rogers customers no longer need to wait on hold to change their plan or ask a question now that the Toronto-based telecom is offering customer service via Facebook Messenger.
By messaging Rogers on Messenger from their mobile or desktop, customers may create a continuous chat where they can respond at their convenience and keep track of the conversation, just like they would with their friends. The service is available on all consumer products between 7:00 AM and midnight daily starting immediately.
The idea was born out of a meeting between Rogers president and CEO Guy Laurence and Facebook COO Sheryl Sandberg, and forms part of Rogers’ commitment to overhaul the customer experience.
"Over 16 million Canadians are on Facebook every day so we wanted to go where our customers are – it's that simple," said Laurence, in Friday’s news release. "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."
“Telecommunication companies receive a high volume of questions on Facebook,” added Facebook Canada managing director Jordan Banks. “Self-serve is the future and it’s clear that Rogers is leading the charge.”
