How will messaging change customer service...

With a combination of interfaces and artificial intelligence, brands can scale relevant, personal, and helpful interactions with their customers.

Messaging allows continuous conversations between customer and brand, unlike email, that you only check now and then and it's more impersonal. An email often dies in your inbox, but conversations on messaging apps are more likely to allow ongoing dialog. This difference makes follow-up conversation easier and more natural, increasing the opportunities to cross-sell, share and engage. Also, from these messaging apps, unlike email accounts, you get your customer's full profile at hand, which allows you to offer him relevant choices and really address their needs.

Comments