Description
Customer service organizations are adapting to increasingly social and connected consumers seeking service in their preferred channel. Consumers have embraced platforms like Apple Business Chat (ABC), Google Business Messaging, Facebook Messenger, and WhatsApp, but only a small number of brands offer service on these platforms, while a growing number are piloting service. While these are the fastest-growing message channels, SMS still reigns by volume. Join us to find out why third-party platforms have evolved from nice-to-have to need-to-have in contact centers during the pandemic.
Key takeaways:
- The roles that mobile messaging or SMS play in customer service and the benefits they provide
- Why customers prefer asynchronous chat
- How COVID has accelerated both brands’ and customers’ use of third-party messaging platforms for customer service
- The success brands have seen on third-party messaging platforms
- How your customer service solutions can help you get started
Target audience level: intermediate
Vendors mentioned: Conversocial, eGain, Khoros, LivePerson, Quiq, Twilio, & Vonage
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