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Both traditional chat and messaging enable businesses and customers to communicate with each other for the purpose of answering questions, getting support, or making buying decisions. However, there are some key differences between the two types of communication.
Like phone support, chat support is synchronous, meaning the customer and agent have to be available at the same time to communicate. If one person leaves, the chat session is terminated forever. Messaging, on the other hand, more closely resembles a text message or social messaging exchange where customers and agents get the best of both worlds: they can respond immediately, or in a few hours, or even after a few weeks.
WHY YOUR BUSINESS WILL LOVE MESSAGING:
WHY YOUR CUSTOMERS WILL LOVE MESSAGING:
Live channels such as phone, live chat and email cost an average of $8.01 per contact, while self-service channels such as company-run websites and mobile apps cost about $0.10 per contact.
With saturated social media newsfeeds, the popularity of mobile phones, and the ease of communication on the go, it should come as no surprise that messaging is quickly becoming a preferred method of communication.
Now that three billion people use messaging apps on a regular basis, this conversational interface is also transforming how consumers expect to interact with businesses. With over two billion messages exchanged between consumers and companies monthly, messaging is quickly becoming the preferred method for conducting customer support.