Making the Most of Private Messaging

This video is a recorded breakout session from Khoros Engage, held September 9 - 11, 2019 in Austin, Texas.


  • Dave Evans, VP Social Strategy at Khoros
  • Allison Fasching, Sr. Social Media Strategist at Sprint
  • Rob Lawson, Partnerships at Google

In this video, you’ll learn how to harness the power of today’s most impressive emerging channel: Messaging. Private messaging is already changing the digital customer service landscape. Brands that embrace messaging enjoy increased call deflection savings, and the channel also creates happier customers, who no longer need to call in and suffer through the frustration of being bounced around from agent to agent.

There are many other benefits to messaging, including:

  • Increased personalization. Because it’s how most people communicate in their closest relationships, messaging is a more familiar, approachable, and human experience for customers to have with your brand.
  • Convenience. Empowered customers can seek assistance around their schedule, not just yours.
  • Time. A complete record is made of every interaction — including all system actions taken by the agent. This eliminates the need for customers to repeat their information as the conversation moves between agents, and improves agent efficiency by eliminating time spent documenting the case.
  • Profit. Goods and services are sold directly with a click of a button, and leads who have not yet purchased can be retargeted. A phone call can’t do that!
  • Insights. Combined with automation, data from conversations can be used to deliver a relevant message, offer, or content at the right moment.

Your customers message each other every day, and they increasingly expect this communication style with brands. According to Adweek, 68% of consumers say that messaging is the most convenient way to stay in touch with businesses. Messaging allows consumers to engage in safe, convenient and personalized experiences.

Watch the video now to learn from top brands who will share how they’re embracing messaging to create engaging experiences and long-lasting relationships with their customers.

Watch now