Facebook, Twitter and other messaging platforms have been battling fiercely to become the de facto channel for business-to-consumer chat. Capturing that title brings with it a powerful position that can be used to influence buying patterns, collect key data, and serve targeted ads.
Earlier this month, Apple jumped into the fray by announcing that iMessage will become a business communication platform. This is possibly the most significant development of the year in “conversational commerce”. As a customer service channel, chat has distinct advantages: it lowers cost for companies by allowing agents to juggle multiple conversations, it makes automated responses easy to blend in (aka bots), and, perhaps most importantly, it is the preferred style of communication for younger consumers.
How Should Companies Approach the Platform Choice they Now Face?
Apple is late to the game, but has unique advantages in terms of integration with Apple Pay, Siri, Apple Maps and even the phone dialer. Do these advantages give Apple the upper hand?
Join our panel discussion on Thursday, July 20th at 2:00 PM ET / 11:00 AM PT to hear the experts examine this and more! Tweet your comments and questions to @Fonolo with hashtag #CustServ or comment on our live conversation streaming on YouTube live.
We talk about:
- How Other Messaging Platforms will Counter the Threat
- The Downsides of Giving Control to a Messaging Platform
- How Companies Can Make the Right Choice
- Plus So Much More!
Who should watch:
- VPs & Directors of Customer Service
- VPs & Directors of Contact Centers
- VPs & Directors of Web/Social Media
- VPs & Directors of Customer Experience
Thomas is an expert in the design of innovative new communications services, particularly in the application of modern Web technologies to extend traditional telecom infrastructures.
Lead Analyst and Founder
Dan provides strategic analysis, tactical planning, and marketing assistance to network services, technology and infrastructure providers.
Director of Emerging Technologies
Tobias has over 14 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales engineering, and product management / marketing.
Director – Product Marketing
Max has spent a time building of several high performing teams. He has 13 years of product management experience, 4 years of sales engineering experience, and over 10 years of training / professional services experience.
As a thought leader, innovator, and CEO of Fonolo, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.