While the increased demand for customer support has produced many business challenges, it also has presented an opportunity for brands to better connect with customers, provide better experiences, and foster stronger relationships through the channels that they prefer — messaging apps.
These tactics for reducing service email volume will help manage spikes in email support and boost productivity in your contact center.
These days, the vast majority of consumers have their mobile phones on-hand for every activity — particularly when it comes to online shopping. In fact, it has been projected that purchases on mobile devices will make up the majority of ecommerce sales by the end of 2021. As a result, mobile shoppers are always looking for easy, convenient, and [...]
Offering more communication options means more customers can contact support using the channel they prefer. So, it's crucial to help customers see that chat is an option and encourage them to try it. Following some of our real-time chat best practices ensures a company's live messaging feature offers a delightful, engaging experience.
Instant messaging represents an evolution in communication methods between individuals and the businesses they shop with. Embracing SMS and third party messaging apps is crucial for businesses to remain competitive and provide the customer experiences that today’s shoppers prefer.
Google’s Business Messages provides online retailers a significant opportunity to connect with their customers. Read the article to learn how to leverage its full capability and avoid common pitfalls and complications.
Proactive Web Actions are personalized chat engagements that help customers based on where they are in their shopping journey and what they are trying to achieve…
Marketing and sales alone aren't enough for eCommerce businesses to remain competitive, maintain a substantial market share, and grow their brand reputation. They need to go above and beyond to implement outstanding customer service strategies, before and after closing the sale.
Accelerated by the global pandemic and nationwide store closures, consumers have rapidly shifted from offline to online channels in a tidal wave of change. In the U.S., eCommerce volume has nearly doubled since January, 2020. As a result of this sudden increase, weaknesses in existing eCommerce systems have been exposed. Wait times to talk to agents have started to [...]