By: Mike Stettler On: January 07, 2018 In: Contact Center Comments: 0

As you begin to plan for how to better engage new customers and support existing customers in 2018, you may want to consider if mobile messaging is an effective channel for your organization.

In most cases, messaging can be leveraged to reach a broader customer/prospect base but also reduce costly contacts through traditional phone channels. When evaluating whether messaging may be a good channel for your organization, here are four things to consider:

  1. Nearly everyone has a mobile device and can easily connect with your company either through basic SMS/text or a messaging function in your mobile application.
  2. Messaging interactions are by nature asynchronous and the customer may not respond right away, so there isn’t always the same need for immediate follow up. This requires a slightly different staffing model than traditional real time chat but can be just as effective if the proper SLAs are set and staffed to appropriately.
  3. In-App Messaging (ability for your customers to communicate, in real-time with your organization in your mobile app) can allow for account specific activities to be addressed if using an authentication protocol like OAuth2. It is a great opportunity to help your customers who are already using your app without forcing them to contact you through a different channel if they have a question.
  4. Task specific Bots can now be integrated into messaging interactions as well allowing for basic transactions to be managed similar to an IVR for things like making payments or updating contact information. This can reduce the amount of time your agents spend on more simple repetitive actions both directly with the customer as well as manually making those updates in internal systems for them.

If you have questions on how you can use messaging in your organization, please reach out. Happy New Year!