Social messaging is fast becoming a core component of Customer service. In particular, the ability for Customers to quickly and easily get in touch with your business is very appealing. Through social messaging, Customers are able to have greater privacy, receive new message notifications and get even quicker responses.
It’s no longer a luxury to be able to communicate with Millennials, it’s a necessity. Considering that Millennials are those born from 1982 onwards, we have reached the point in which a large part of that generation is working, earning money, spending and banking it. So, It’s no surprise that organisations are investing large sums in catering to this age group when generating value on Social Media for their companies, all necessary means of acquiring new customers from this growing generation.
Why use messaging apps as a channel for Customer Care? Simply because 67% of people expect to use it to talk to your business! Adding messaging channels like Whatsapp, Facebook Messenger, and Twitter, improves Customer Care because makes interactions easier, allows secure information sharing and give off a fresh image of your company.
According to a recent study, Live Chat has a 73% satisfaction rate as a way for customers to interact with businesses. Text-based channels allow for faster response times, are more scalable than phone support, and in most cases, lead to happy customers.
Read and discover the main aspects you need to know before implementing live chat on your website.
Topics such as artificial intelligence and digital banking were under focus in the weeks surrounding IBM Think Summit event, held the last 26th of June here in Milan. Industry leaders and vanguard entrepreneurs made the best of it with talks and interviews, and, of course, Chatbots and integrated customer support software were on the front lines once again.