Messaging can help agents better connect with customers—but agents will need the right workspace to set them up for success.
42 percent of people in the world have a smartphone, and 87 percent of smartphone owners use messaging.
Let those numbers sink in for a minute...
Customers overwhelmingly want to interact with businesses on the same messaging channels they use in their personal lives.
Messaging already had the highest customer satisfaction score of any support channel before COVID-19, with a CSAT of 98 percent. And now, with consumers quarantined at home and relying on technology to communicate even more, the amount of time they're spending on messaging channels is only going in one direction. In fact, WhatsApp use increased by 154 percent since the outbreak of the coronavirus across the globe.
In a world where the only constant is change, customers expect flexibility. Messaging enables a business to deliver on increasing customer expectations, meeting customers where they already are. And businesses are gravitating towards messaging for the same reasons customers are: it's fast, personal, convenient, and secure.