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May 25, 2017

Webinar - Mobile Messaging is Transforming Customer Engagement

The widespread use of smartphones and broadband connections and their ability to access online information and leverage new applications and communications mediums like messaging, have changed the expectations of consumers.

As a result, people have grown more impatient. That’s because most of us are now used to getting information in the blink of an eye. And many of us have grown accustomed to – or simply grown up with – texting (as opposed to phone calls) as our primary means of communication.

A look at the numbers illustrates this point. Some 8.5 billion text messages are sent daily in the U.S. Six out of the top 10 most used mobile apps are messaging ones. And Facebook (News - Alert) and WhatsApp, the two giants in the messaging application arena, each have 1 billion users a month.

So, clearly, much of the population now likes to use texting and messaging to interact with colleagues, friends, and family. And, increasingly, businesses and consumers are interacting via messaging as well.

“Thanks to widespread mobile addiction, text messaging and messaging apps have become the preferred way for consumers to interact with brands,” Josefine Fouarge, senior product marketing manager of digital customer engagement at Nuance Communications (News - Alert), blogged in February. “With the smartphone being a third appendage for most users, it’s a sure-fire way to reach customers, and for them to reach you.”

Sixty-five percent of consumers say they’d consider using messaging to connect with a business to get information about a product or service, or to schedule an appointment, according to October 2016 data from Google (News - Alert) Consumer Surveys.

Messaging is not only a new and important way in which businesses are engaging with their customers. It ties in with other important trends in customer service such as automation and self service, contextualization and personalization, and the growing use of chatbots.

This means of communications is also attractive because it can be a whole lot more affordable for the businesses that employ it. As Nuance recently explained, only one in three connections made by a predictive dialer result in a Right Party Contact. And agent calls assisted by a predictive dialer can cost over $4 per contact. However, reaching customers via interactive voice and text messages, emails, and push notifications costs only pennies.

To learn more about how your business and its customers can benefit from messaging related to customer care, join Josefine Fouarge, Julie Ask of Forrester Research (News - Alert), and me for the June 8 webinar “How Messaging Is Transforming

Omni-Channel Customer Engagement.”

For more details, visit HERE.

Edited by Maurice Nagle