We recently published an article in which Volaris Airlines has demonstrated that Social Messaging was not only 83% more cost effective, but also drove up customer satisfaction at the same time. Following on Volaris’ positive experience with their lau...
June 21, 2018 6:33 AM
Xinglong Wang
We recently published an article in which Volaris Airlines has demonstrated that Social Messaging was not only 83% more cost effective, but also drove up customer satisfaction at the same time. Following on Volaris’ positive experience with their launch of Messenger Customer Chat, we became curious if customers as a whole are more likely to contact customer care teams through private social channels like Facebook Messenger and Twitter DM, rather than public ones.
While plenty of evidence suggests that digital care reduces costs and increases shareholder value, most companies are still very much in the infancy of their Social Messaging journey. In a 2016 study, McKinsey found that while more than two-fifths of service interactions with companies begin on an e-care platform, but only 15 percent are digital from start to finish.
We are excited to announce that, based on customer ratings and review, we have been identified as a leader and high performer in several categories under the Social Customer Service sector on G2 Crowd, the world's leading business solution review platform.
Whenever it seems that customer expectations can’t rise any higher, they do. Our 'State of Digital Care' report found that 81 percent of consumers have higher digital customer service expectations in 2018 than they did the previous year.
Over the past six months, you may have noticed a little blue Messenger widget appearing on brands websites. From Volaris Airlines to Argos, brands are leaning into the power of Messenger Customer Chat as customer care channel.
Earlier this month I was at F8, Facebook’s annual developer conference, in San Jose. I’ve attended pretty much all of these conferences, back from when the Facebook Platform was primarily about Farmville and throwing sheep at each other (remember that!?). What a long way we’ve come since then. It was especially great to see the Conversocial logo up on stage in the keynote as a key Messenger partner, for the third year in a row.
Ten years ago, smartphones were in their infancy. Snapchat, Uber, and Airbnb didn’t exist and private space companies were still the purview of science fiction. Where might we be in another 10? Or how about just five?
Messaging proves to be 83% more cost effective while driving higher customer satisfaction in our latest case study with Volaris Airlines.
In the last year alone the customer service landscape has evolved significantly, truly undergoing its own digital transformation. The maturation of digital channels, and the consumers that use them, has given rise to the natural evolution of social messaging. Social messaging is a true disruptive opportunity for brands and will continue to be so throughout 2018!
