[Success Story] Nemea combines live chat and Messenger to respond to customer requests at all times

Nemea is a fast-growing travel company. The brand provides holiday homes in France for family holidays. The Nemea group has a brand community, which is mostly active on Facebook: they have more than 14,500 likes on their official Facebook page. In addition to the live chat solution already implemented on their website, Nemea also enables their online visitors to contact them on Messenger for Business.

Read more: [Interview] Simon Robic – Building a successful customer engagement strategy with Messenger

Nemea’s online visitors can have access to Messenger using a floating button on the website when no agent is available on the live chat solution, when they are absent or have reached the maximum number of simultaneous chat conversations or when they are simply logged out. The complementarity between the live chat solution and Messenger enables Nemea to be available at all times for their customers, during the week and at weekends.

Professional agents respond to the first message coming from an online visitor within 30 seconds on the live chat solution and in less than 30 minutes on Messenger during opening hours. Only Messenger is available outside these opening hours: thus, during the evening and at weekends, Nemea responds as fast as possible to customer requests on this channel.

Antoine Boudier, Community Manager at Nemea : Our customers are mostly looking for information about our offers when they contact us on Messenger: they want more information before making a reservation or coming back to the website to look for available holiday homes. Just like the live chat solution, we can guide our customers easily by sending them a link to their reservation on Messenger.

Read more: Learn more about the Nemea success story by downloading it for free

 

Ludivine Kasteleyn

French and Belgian born in France and interested in everything related to Marketing, Foreign Languages and the Web.

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