You’ve probably already noticed: There is a major shift towards messaging in the customer service game. While call centers remain important, many brands are moving towards online conversations with customers over SMS, social media, and live chat. Need proof? Look no further than Shopify’s roll-out of Apple Business Chat to over 80,000 merchants. Or, look at WhatsApp Business, recently announcing that the app is now being used by 5 million small business owners.
From SMS to live chats, it’s clear that messaging is becoming an important part of any brand’s sales and customer service strategy. So, what’s all the hype about? Let’s take a look at a few reasons why messaging is becoming increasingly popular and how implementing a chat feature can benefit your business. Continue reading