Messaging for customer care is on the rise, especially as consumer preference continues to shift from voice-based to text-based interactions. Messaging, within the context of customer care, includes SMS/Text and mobile apps, as well as a variety of purpose-built platforms like Facebook Messenger, WeChat, WhatsApp, or Apple Messages for Business, as well as private/direct messaging in social media platforms like Twitter or Pinterest.
For brands keen to meet their customers where they are, as well as create a comprehensive, inclusive, and personalized digital experience, this 2-hour discussion will uncover why Messaging is such a natural fit for today’s contact center. Asynchronous, 2-way text-based communication provides a unique brand of on-demand convenience for both customers and agents, which is why it’s at the top of the list for so many top brands, especially those looking to further digitize their channel strategy.
Some possible discussion topics of the day could include:
- The advantages of Messaging, from the perspectives of both consumers and agents
- The strengths and weaknesses of various Messaging platforms
- Best practices for deploying, managing, and measuring a Messaging CX solution
- Minimum skills requirement, agent training, and the role of QA
- Tips for creating a personalized Messaging experience