CCW Special Report on Messaging
CCW Digital’s special report on customer messaging highlights why messaging engagement is natural, frictionless, and more valuable to customers and companies.
Jackson Hole Mountain Resort: Expanding Its Customer Service Channels
Jackson Hole rolled out a new text messaging and chat platform for its customers, expanding its customer service channels. The implementation was fast and the results have been incredible. Read more...
Quiq Customer Spotlight: Learn How evo Uses Quiq Messaging
Read about how evo, a leading online retailer of outdoor gear and fashion apparel, uses Quiq to help drive sales conversions on their website during the purchase process. By offering messaging, evo's customers can now contact them via text messaging, live chat, and Facebook Messenger, the channels preferred over phone and email.
Customer Service Messaging Infographic
Check out the 2017 Customer Service Messaging Infographic. This infographic highlights consumer's interest, preference, and demand for Messaging customer service organizations.
Omni-Channel Customer Service
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.
Best Practices for Implementing Messaging for Customer Service
It has been established that messaging is the highest rated contact method for customer satisfaction compared to all other communication channels. (eWeek). However, like other service channels, messaging comes with a unique set of considerations when implementing it into your customer service centers. There are three things to consider for a smooth implementation.
How to Choose the Best Live Chat Software for Your Business
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).
Part 2: Evaluation Criteria For Selecting The Right Messaging Vendor
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).
Part 1: Four Reasons to Add Messaging to The Contact Center
Consumers are demanding the ability to communicate via messaging with brands and businesses. Consumers don’t want to just receive messages from businesses, they want the ability to message them back. No longer is messaging simply a one-way channel for companies to market to consumers. Customers now expect to be able to initiate a two-way, one-to-one conversations with the companies and brands they use.