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?
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?
May 16, 2018 6:15 PM
Harry Rollason
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!
The era of social messaging and intelligent automation, for customer service, has truly come to fruition. With this, brands are starting to realize that the channels in which they serve their customers have changed drastically. Despite rapid evolution in the contact center, and expectations on digital being 81% higher than this time last year, the basic principles of social customer service have remained the same; including being able to proactively solve a problem before it arises. Being one step ahead, at all times, will make your brand stand out when it comes to delivering a full-out customer experience that rises above and beyond consumer expectations.
52 percent of consumers say they are likely to complain publicly if customer service did a poor job resolving their problems. 88 percent of consumers say they avoid brands based on bad things they hear on social media.
We are living in an age of uncertainty. There’s more volatility in our politics, economics, and increasingly, our climate.
After helping hundreds of organizations develop tens of thousands of digital support agents, we can say with confidence that the best social, mobile support teams aren’t born – they’re made.
Conversocial, the leading social messaging platform for digital customer service, today announced general availability of it's WeChat integration – powering digital customer service capabilities for the massive Chinese social messaging network. The integration enables digital customer care teams to leverage intelligent agent routing, conversational filtering and prioritization, robust workflows, and real-time analytics to deliver digital care over WeChat.
Modern consumers are flush with choices. They comparison shop, use aggregator sites like Amazon and TripAdvisor, and 54 percent of consumers prefer to shop with companies that offer messaging support via SMS, Facebook, Twitter, and WhatsApp. It’s mobile, it’s familiar, and it’s the future.
