Last week, Facebook announced that WhatsApp could now be used as a customer service platform. We now have an interesting race between Apple’s “Apple Business Chat”, Facebook’s own “Messenger for Business”, and Twitter. The goal is to grab a vital piece of the eCommerce landscape: The channel for customer service communication.
What caught my eye is that WhatsApp is asking companies to pay in order to use its platform for customer service. Twitter quietly made this move a few months ago, too. What does it mean? Are these fee structures really there to earn revenue or to incent certain behavior? Will Apple follow suit?
Stop me if you’ve heard this one: What a world we live in.
Whether we’re talking about relationships, leisure, or work, gender differences play a significant role in the way we interact with the spaces and places around us. It is, after all, a marker of identity that helps us make sense of ourselves, and the world. The way we engage with or provide customer service is no exception to that.
If you’re like me, you love to lose yourself in a good story. Whether they’re long or short, impactful books have a profound way of reaching readers on a deeply personal level. Inspiring the reader to escape into her own imagination, compelling stories bring much needed pauses in otherwise hectic lives – something we all appreciate.
*Phew* Can we sit down for a brief moment? We’re a little tired these days, a fatigue borne of constantly staying in the know.
We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Personally, when I hear that phrase, I experience a range of emotions. It seems to be healthy balance between shock (Why in the world would one use that phrase?) and sheer irritation (sort of akin to nails on a chalkboard!).
Is your immediate response, yes? Well, think again. Research has shown that many contact centers are focusing on internal metrics only and, as a result, they are losing valuable insights into their CX programs. Most businesses will claim that meeting customer expectations through a profound experience is a top priority. But achieving this is no small task.
