Discover announced today the launch of messaging, a customer service option that allows customers to communicate with Discover’s customer service agents without having to stop and restart numerous interactions.
The new feature, which will be rolled out in phases, enables customers to message Discover’s customer service representatives via the Discover mobile app.
Unlike traditional session-based chats, messaging allows customers to message back and forth with an agent whenever it is convenient for them, eliminating the need to stay logged in to the app in order to reach a customer service representative. Agents also will have access to customers’ messaging history, eliminating the need for customers to start over and describe the same issue to multiple agents.
Upon completion of the rollout this summer, messaging will replace Discover’s current Live Chat feature, enabling seamless communication between Discover customers and the company’s live, U.S.-based customer service representatives.
“Delivering a world-class customer experience is at the core of who we are at Discover. We continually evaluate our products and services to make sure we are meeting customer needs and are providing the most relevant features and benefits,” said Dennis Michel, senior vice president of customer service and engagement. “Communicating via messaging and other messaging apps has become second nature, so it only makes sense that customers should be able to enjoy the same convenience when communicating with our customer service team.”