AXA: One of the first French businesses to use Facebook Messenger for its Customer Relations

In 2011, Facebook launched Messenger, its own instant messaging system. Following huge success with the public, this functionality is now available for some businesses in France, enabling brands to provide their customers with personalised care in real time.

Dimelo is working with AXA, which now uses Messenger for its Customer Relations

AXA, the 2^nd biggest insurer in the world, is one of the first French businesses to use Facebook Messenger for its Customer Relations. Dimelo, which has been working with AXA for more than 2 years, has developed a plugin for Messenger in order to integrate it into its digital Customer Relations platform.

This service, where customers can contact advisers directly via Messenger through their website and on mobile, has been launched for AXA’s brand aimed at young people, “Switch by AXA”.

What are the benefits of Facebook Messenger for businesses?

Facebook has decided to market Messenger as a fully-fledged Customer Relations channel. What are the benefits of this?

The adviser can now contact the customer directly and privately
Exchanges can take place in real time or asynchronously
If the customer is offline, they will receive a notification when they have a reply. Then there are all the other functionalities of the mobile app (message notifications, “message read” status, sending images, geolocation)

Dimelo: one of the first publishers to integrate Messenger into its platform

Dimelo is a 100% digital and integrated platform that covers all new Customer Relations channels.

Renaud Morvan, Head of R&D @Dimelo:

“Customer Relations are more and more digital-oriented, in sync with the evolution of our daily habits. Dimelo works with these important trends in mind.

Today, mobile devices are a major channel for Customer Relations thanks to the perfect balance they strike between users’ expectations and simplified operational management for businesses, compared to traditional real-time channels.

For a year and a half, we have been offering Dimelo Mobile, an instant messaging channel that can be integrated into businesses’ mobile applications that has the same overall features and codes of a program like Whatsapp or Messenger but remains within the brand’s own ecosystem.

With Businesses on Messenger, Facebook is offering this contact function within the Facebook ecosystem. It was therefore natural for Dimelo to integrate it so that our clients can make use of this new digital channel easily, while preserving their unified interface and management with the rest of their digital channels.”

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Originally published Apr 06, 2016, updated Dec 30, 2022