Studies have shown that companies with an omni-channel program enjoy 24% greater annual returns in company revenue and a 55% decrease in the number of customer complaints. However, it is important to note that less than 1% of all organizations have deployed an omni-channel strategy.
Messaging is the next disruptive technology for the contact center. Consumers are demanding the ability to communicate via messaging with brands and businesses. As noted in Part 1, the interest, preference, usage, and demand for consumer-to-business messaging is evident, with the majority of U.S. consumers preferring texting over the current methods of reaching customer support (eWeek).
Emails get buried, hidden in other tabs, lost in spam folders. Facebook can go unchecked. Voicemails ignored. But there’s one channel your customers are sure to notice: Their text messages. While many businesses rely on email to communicate with their customers, business text messaging is growing in popularity. According to Zendesk’s 2021 CX Trends report, the number [...]
Your dread of poor customer experience is justified: The holidays are going to be tough on retailers this year. It’s already proving to be a mess of a season. Between supply shortages, delivery delays, and a smaller labor pool, holiday shopping can prove difficult this year. And customers know it. 68% of shoppers are either very or [...]
Learn why eCommerce brands must turn to automated, self-service solutions that successfully contain order-related inquiries while providing instantaneous order updates through the messaging and conversational channels that today’s customers prefer.
Learn why eCommerce brands must turn to automated, self-service solutions that successfully contain order-related inquiries while providing instantaneous order updates through the messaging and conversational channels that today’s customers prefer.
Brands must quickly adapt through new omnichannel tactics that capitalize on surges in online traffic. Here are five strategies for doing just that.
With the holidays quickly approaching, eCommerce brands are bracing for an unprecedented volume of online orders. With this influx of sales, however, brands can also expect a massive influx of unmanageable customer service inquiries.
To capitalize on this season’s unprecedented spike in online traffic and digital purchase behavior, top eCommerce brands are turning to automated shopping assistants that act as key revenue drivers and provide the sort of highly personalized assistance shoppers would traditionally receive from an in-store experience.
We’ve outlined several key points throughout customers’ online shopping journey for eCommerce brands to incorporate highly-personalized and automated conversations — entirely within Instagram.
