Agent efficiency, automation, and operational insights
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People message friends and family throughout the day, whenever it is convenient — between meetings, soccer practice, and even at stoplights. This communication also spans multiple channels. Consumers may send a text to mom, share a video with a friend on Facebook Messenger, or reply back to a coworker on WhatsApp within a matter of minutes.
Increasingly, consumers expect brands to offer customer service options in the same way. And more and more, it matters: failure to provide a consistent, high-quality customer experience on your customers’ channels of choice means they could join the 82 percent who say they’ve abandoned a brand over a single bad service experience. Companies are nearly 3 times more likely to retain customers when they get their omnichannel care strategy right.
Market forces pushing toward unified customer experience management across digital channels including messaging highlight one of the key benefits of Khoros’ omnichannel care solution. As customer service increasingly shifts from phone calls to messaging, the forward-thinking brands who capitalize on these trends and respond by meeting customers where they are will reap the rewards. calls to messaging, the smart brands who capitalize on this opportunity will reap the rewards.
In this whitepaper, you’ll discover how to make the most of messaging with
resources to help you:
1. Understand why traditional support doesn’t cut it
2. Leverage emerging messaging platforms to build closer relationships with your customers
3. Identify opportunities that messaging offers (and avoid the common pitfalls)
4. Deliver a seamless omnichannel experience now and build for the future
Download the whitepaper now to learn more.