Use Cases for Conversational Messaging in Service


In our digital age, customers expect immediate response from their service organizations. Vendors must quickly resolve customer issues, before customers become frustrated and start looking for other options.

The timeframe for a response is shrinking. If your customer has to wait endlessly to be heard on calls and then has to repeatedly explain the issue to different service personnel every time he or she calls, they lose confidence in you. That’s when they look for an alternative.

Customers send 10X times more messages than they pick up the phone. Research finds that customers prefer messaging over email and phone calls with service organizations.

Conversational messaging for service organizations gives you the ability to respond quickly and resolve your customer’s issues.

This guide shares use cases and ideas for improving the results of your service organization with conversational text messaging. You’ll find 7 use cases proven to significantly increase customer satisfaction and loyalty by offering better service, faster resolution and communication the way your customers want.

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