The most traditional way to get in contact with technical support or customer care is to use the telephone. You typically call either a local number of a toll-free number in order to get in touch with everyone from your financial institution to your cable television provider. The same has largely been true in the world of telecommunications too, though some companies are moving forward with more innovative forms of communication in line with contemporary trends in technology.
As reported by iPhone in Canada, Rogers has now become the first wireless carrier to provide customer care through Facebook Messenger. Customers can simply tap on the “Message” button on the Rogers Facebook page and a representative from the company can answer any questions they may have.
Some other wireless carriers have offered support and customer care via e-mail for some time and some may even have a “live chat” feature on their websites, but this is the first time that a private conversation can take place over Facebook Messenger. This is in addition to more general inquiries that customers can pose by sending Twitter messages, though those have largely been public in nature.
Realistically, this makes a lot of sense, particularly if Rogers wants to cater or better engage with the Millennial generation. What’s more, if someone is having trouble with their mobile phone, they may not be able to “call” a traditional number for help. Instead, they may have much more ready access to an Internet-connected computer and over 16 million Canadians are already on Facebook every day. Rogers President and CEO Guy Laurence says that they “wanted to go where our customers are.”
Customer care representatives are available through Facebook Messenger every day from 7 a.m. to midnight.
Whether or not Rogers will extend similar service through its subsidiary brands Fido and Chatr remains to be seen, but it is very much within the realm of possibility. Other major Canadian wireless carriers and telecommunications companies may soon follow suit too, making it easier and more convenient than ever for customers to get the support and care that they desire.
