Case Study: Rogers Communications achieves 65% higher customer satisfaction with Facebook Messenger

Rogers Communications - Customer Case Study

Rogers Communications, a major Canadian communications and media company, wanted to improve customer satisfaction by expanding its self-service digital support options and making it easier for customers to get help where they already spend time online. To do this, Rogers turned to Facebook and integrated Facebook Messenger into its customer support system as part of its broader digital service strategy.

With Facebook Messenger, Rogers enabled customers to pay bills, check usage, and connect with support more conveniently through messaging, online chat, or phone. The results were strong: customer satisfaction increased by 65%, overall contact volume fell by 13%, customer complaints dropped by 65%, and 70% of social media support requests now come through Messenger.

Rogers Communications

Deepak Khandelwal

Chief Customer Officer