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The Future of Digital Channels for Business Messaging

A couple of years ago, we were focused on educating the market on messaging and if messaging was right for their company. Fast forward to today and we’re working with over 120 clients such as Overstock.com, Pier 1, and Brinks Home Security. These brands have improved customer interactions with connected conversations and they are setting a new standard for the customer experience.

Messaging will continue to shape the way companies and customers engage as a growing number of consumers expect companies to be available through multiple digital channels. New research reveals that 70% of consumers have communicated with a business over text messaging or webchat 2 or more times in the last month.

The accessibility of messaging has been the primary driver for consumers adopting text as a preferred method to contact a company. As we mentioned in our post “7 Reasons Why Customers Want to Text You”, 97% of smartphone owners regularly use text messaging, making it the most widely-used basic feature or app.

The proliferation of smartphones, tablets, apps, and social networking has brought us to our current reality, where consumers readily look for and expect messaging as an option to engage with a company. It’s the convenience, faster response, ease, and familiarity that makes these digital channels the preferred way to engage.

Download a complimentary copy of “The Future of Customer Conversations”. You’ll get a deeper look into consumer expectations around messaging and how your company can prepare to seize this opportunity.

Apple Business Chat Gains Popularity in Contact Centers

Learn how Brinks Home Security’s contact center is taking advantage of rich messaging with Apple Business Chat to set themselves apart and to set the standard for customer experience in their industry. The latest iOS update streamlines access for Apple Business Chat from any clickable phone number. Learn why business messaging is gaining popularity in the contact center space.

Read this TechTarget article:
Apple contact center chat adds rich media, improved UX

Apple iOS Feature Chat Suggest Brings Messaging to Google Search

Brinks Home Security speaks about their decision to use Chat Suggest, a game-changing new iOS13 Apple Business Chat feature. Chat Suggest makes it even easier for consumers to message with businesses directly by providing the option to ‘Message’ after clicking the business phone number from within Google Search results.

Read more about how this new feature is changing the way businesses and consumer engage and how Brinks is leading the way in digital customer engagement.

Read this MediaPost article:
Brinks Taps Apple iOS Chat Feature On Google Search

Quiq’s Business Messaging Platform

Why Use Quiq?

Create a personalized experience for your customers across all of the digital channels they already use. Channels like SMS /Text messaging, Live Chat, Facebook, Twitter, and your own app are the places your customers already spend their time. With all of these combined into a single business messaging platform, you can make it easy to engage with your company.

View the short video above to see how Quiq is transforming customer conversations. Then let’s talk so we can show you what this would look like for your business!

Podcast: How Asynchronous Messaging Is Disrupting Customer Communications

“It’s not a question of if, it’s a question of when.”

Customer communications are changing and moving beyond traditional phone and email channels to an asynchronous messaging channel.  In listening to this conversation, the future of the contact center is clear: “You can either be an early adopter or a follower.”

Quiq’s CEO, Mike Myer, is featured on this Execs in the Know podcast episode of Customer Driven with Chad McDaniel.  Listen in and hear them discuss the following:

– Shift in preference of consumer adoption within self-service channels
– Which industries are successfully adopting these technologies
– Complex transactions and messaging channels
– Is it better to be an early adopter?

LISTEN TO THIS INFORMATIVE PODCAST

How Asynchronous Messaging Is Disrupting Customer Communications

Research Report: The Future of Customer Conversations

Conversations with customers are evolving and businesses are adapting to this fast changing landscape.  With over 70% of respondents saying they have engaged with a business over text messaging or web chat, all organizations need to be ready.

Check out this research report and see how businesses use messaging to increase conversion rates and improve customer satisfaction.

DOWNLOAD THIS RESEARCH REPORT

The Future of Customer Conversations