While big brands are talking about ‘digital transformation’ as some theoretical future deadline, consumers are out there buying drinks at a concert using their smartwatch which also tracks their biometrics and talks them through a guided meditations. Digitized consumer experiences are already here and your audience expects them.
Customer service practices of the past are now synonymous with feelings of frustration, a perceived lack of awareness, and wasted time. Inefficient, confusing, and unsympathetic customer support systems are the main reason consumers will seek out a brand’s competitors. As technology has risen to meet many of the challenges associated with poor customer service quality, customers demand shorter wait times, clear communication, and speedy conclusions to their qualms. And that’s led the industry to messaging support.
Customer service managers are ten times more likely to handle customer care via a private messaging channel than they were two years ago, according to Conversocial data. Expect this number to increase as brands realize the impact messaging has
Companies spent $1.3 trillion on customer support this past year – $18 billion of that on contact center software alone. Yet 66 percent of consumers who switched brands claimed they did so because of poor support they had just received. The difference between brands that are excelling with messaging and those that aren’t is the mindset that pervades the business.
Customers fundamentally want a better customer experience, generally driven by inquiries being resolved in-channel, and in a timely and convenient manner. Brands, and contact centers
But brands will only break the CX Equation if:
"The combination of human agents +AI over messaging will transform the customer service industry over the next couple of years, enabling brands to deliver superior service with reduced costs in 2019 we'll see this become the standard model."