Two-thirds of people expect businesses to communicate with them over messaging apps.
The Customer Need
Customers today expect a high level of excellence from the brands they engage with. Not only is a quality product expected, but personalized customer experience is demanded. As customer expectations continue to climb, more and more businesses are seeking alternative digital channels - outside of the phone and email - to facilitate that need.
"It’s all about making customers happier. Valuing their time is the most important thing a company can provide when it comes to customer service,"
“Messaging, including chat, provides customers with the immediate and real-time resolutions they’re looking for, while also helping businesses lower cost and increase scale.”
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