One Canadian telecommunications company is teaming up with Facebook to allow its customers to connect with customer service agents through the social network's messenger system.
Rogers customers can choose to log in to Facebook Messenger rather than call a customer service hotline, the company announced Friday.
Instead of being put on hold, customers can participate in a continuous chat. That will allow customers to respond whenever they have time, according to a statement from Rogers, although customer service agents will be expected to respond immediately. Customer service agents will answer chats between 7 a.m. and midnight each day.
Rogers is the only telecommunications company in Canada offering this service.
Many, like Bell, offer a live chat messenger option on their sites. Rogers also offers this service and will continue to do so.
The new service simply allows Rogers to reach customers on a heavily used platform, says Deepak Khandewalk, the company's chief customer officer.
Privacy concerns over messenger app
Since Facebook started requiring that mobile and tablet users who want to use its messenger service download the app — those accessing it through desktop do not have to do so — critics have raised privacy concerns.
Jonathan Zdziarski, an expert in iOS related digital forensics and security, asserted in September 2014 that the app "performs analytics on everything — windows you view, everything you tap, icon badge number, application state, everything you do."
Facebook released a statement defending the app, saying the "accusations are completely unjustified."
Facebook users can choose to access Rogers customer service from their desktop, avoiding the messenger app, but that obviously would be less convenient for smartphone users.
Privacy is very important to Rogers, says Khandewalk, and the company did not compromise on its privacy standards in this collaboration.
The Facebook messenger service has the same privacy protection as the company's online chat platform, he says, which is bank-level encryption and a series of authentication questions customers must answer before proceeding with the conversation.
Facebook expanding app features
Facebook has been working to make the messenger app into a stand-alone service from the social network by increasingly adding new features.
In April, Messenger made its move as a competitor to Skype by introducing free video calling in the app, Reuters reported.
In March, the company opened the service for developers to create apps and for shoppers to communicate directly with retailers.
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