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June 20, 2017

Webinar - Using Messaging to Connect with Customers

Always-on connectivity has changed the consumer.

Our smartphones, and all the communications capabilities and information that are available to us through them, have conditioned us to expect immediate results and simple solutions.

And while there are some 200 million Americans with smartphones who check their mobile devices an average of 150 each day, only those companies who speak to their specific interests and needs get their attention during what Forrester (News - Alert) calls these “mobile moments.”

“Your next battleground to win, serve, and retain your customers is in this 30 billion mobile moments each day,” says Julie Ask (News - Alert), vice president and principal analyst at Forrester Research.

Of course, there are a lot of mobile apps out there. But, as we all know, smartphone users tend to use only a few of those apps regularly, even if they download lots of them. So reaching customers through mobile apps is challenging.

However, messaging represents a great opportunity for businesses to interact with customers because many individuals are most comfortable texting, and open rates for texts are strong. Text messaging is the most used data service in the world, according to Nielsen. Ninety-seven percent of American adults text weekly, according to the Pew (News - Alert) Research Center. And more than 560 billion texts are sent monthly worldwide, according to Statistic Brain.

Yet few enterprises are using messaging, and even those that do use messaging may not be using it to its greatest effect.

In the webinar “How Messaging Is Transforming Omni-Channel Customer Engagement,” Ask of Forrester provides more details on customer trends, mobile and messaging statistics, and how businesses can most effectively leverage messaging to connect with people. And she provides some examples of how businesses are already doing so.

The other featured speaker in this webinar, which is now available on demand, is Josefine Fouarge, senior product marketing manager of digital customer engagement at Nuance (News - Alert).

Edited by Alicia Young