Digital customer engagement is evolving quickly. This year, customers will spend 25% more with companies that get digital transformation right. Web chat, social messaging apps and chatbots hold tremendous potential for customer engagement and support. But customer experience leaders often feel they’ve yet to realize the full potential of these digital channels. This ebook lays
Web messaging builds your relationship with customers. Engagement, which was once transactional and offered limited ways to interact with you, has evolved into persistent conversation that have the flexibility to pause and resume at a pace the customer chooses. There’s always a process when you interact with customers and there are specific ways to make
Today, the opportunities to build your digital presence with customers are nearly endless. And messaging apps are a great way to do it. The number of people on messaging apps is hard to fathom, but it’s even harder to ignore. Top apps each claim more than a billion global users — across all demographics. With
Chatbots offer valuable 24/7 support to businesses, providing an automated alternative to sending all inquiries directly to agents — without sacrificing quality. Well-trained bots can answer customers’ most common, high-volume questions and enable agents to focus on higher value conversations. Keep the big picture in mind. Delivering consistent, meaningful experiences requires a unified approach to