As part of Knightstone Housing’s ‘digital first’ approach to make tenants’ lives easier and services more accessible, it has become one of the first adopters of Facebook’s integrated Messenger ‘widget’.
In November 2017, Facebook launched Customer Chat, a Messenger plugin that lets organisations have conversations with customers via their own website. In February 2018, Knightstone became one of the early businesses to use the plugin on its website.
Melissa Barber, head of communications, Knightstone Housing, said, “We want our customers to experience a brilliant digital service when they interact with us, and for us that starts with Messenger.
“We want our customer contact to be seamless. The tool enables people to start conversations with us on our website and then be able to continue to chat with us via their Messenger app.”
In the first few weeks since launching Messenger on its website, Knightstone’s instant messaging conversations have more than tripled.