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
Text or talk? Voice conversations are still critical, but data shows that the former is becoming a bigger part of customer service interactions. This trend is driven partly by consumer preferences and partly by companies striving to lower costs. Companies are also leaning towards text because of the promise of increased automation, which is easier to do once a conversation has shifted to text.
Everyone involved in customer service wants to understand consumer channel preference. Otherwise, how can you allocate resources between phone, email, chat, SMS messaging and social channels?
Over the past year, there has been growing attention paid to the role SMS might play as part of the contact center mix. One reason for this is there are now several cloud services that provide easy platforms on which to develop SMS-driven interactions, e.g. 
