Latest 18 Nov 2020 | Messaging Channels | 2 min read

This Week: Conversocial Featured As CIO Review's 'Messaging Experts'

Hello and welcome to The Conversation Round-Up where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.



Conversocial Makes The Cover of CIO Review Magazine

Readers of this month's CIO Review will see my face staring back at them this month, and it's an honor for Conversocial to be featured as the magazine's "Messaging Experts." It's a real vindication of our belief that 2-way messaging is the future of CX. 

Brands are still guilty of clinging to legacy methods when engaging with customers - live chat, phone and email - which just doesn't give consumers the convenient and persistent conversations they demand in 2020. If companies don't realize this, they'll quickly lose customers to rivals who do.

Effective customer engagement should be proactive, suggestive and preventative - something Conversocial's 4-Pillar approach helps our partners do by making engagement simpler and more effective. 

You can read the full article here

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Covid Accelerates The 'Move To Messaging'

One thing we've seen again and again this year is brands finding digital solutions to combat the various restrictions enforced by the pandemic. Consumers have had no choice but to take their activity online almost exclusively, so brands needed to follow or risk being left behind.

Conversocial surveyed 1,000 US consumers, and found nearly 70% have been using messaging channels to communicate with companies during the pandemic. Another major trend we noticed, which I believe is a game changer, is that interactions aren't just for customer services queries anymore - they're also for buying products, booking appointments and paying bills, all via private messaging.

What we're seeing is that it is indeed possible to have meaningful 1:1 engagements across a buyer's entire journey and create exceptional CX all within messaging channels throughout these interactions, and, crucially, the majority of consumers are driving this shift. 

See more of our insights into changing consumer habits here

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Google's Christmas Hub

It's a crucial time of year for all retailers, and made doubly hard because all over the world people aren't going into stores. Small businesses have been hit the hardest with 93% of them affected by Covid. So Google has launched a Small Business Holiday Hub - they'll be hosting product listing for free and brands can use Google's ad platform built specifically for small businesses. 

I’m intrigued to see the effects. Reaching consumers at the search stage and engaging pre-website landing, is a really exciting evolution in the buyer journey. It could change how consumers approach online shopping and make Google an even bigger player in the world of customer engagement. 

And that’s all from me for the next couple of weeks. As usual, I would love to carry on the conversation at @idohacohen.

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