- Reading time 2 min
The new meeting point between the company and its customers
In 2020, a Gartner study predicted that by 2022, the percentage of users communicating with companies through messages or bots would reach 70%. Even if this prediction seemed exaggerated, we have seen how face-to-face customer service channels continue to systematically decrease their capillarity.
In parallel, the evolution of social networks continues to expand as a daily and expeditious space from which it is possible to receive advice, assistance and even the sale of products and services. A Facebook study showed that 75% of the people surveyed wanted to communicate with companies in the same way as they do with their friends or family.
Are you there? Don’t be left out!
Today’s users don’t have time for brands that make it difficult to access support. A study on customer expectation by Emplifi shows that 63% of them will abandon a brand they were loyal to because of a single bad experience.
This undoubtedly highlights the importance of implementing conversational commerce strategies in sales, marketing and customer service teams. An assertive response from your agents can make the difference between loyalty and switching to other brands. Our Social CX solution is an ideal tool to innovate your remote support, monitoring and simultaneous response.
On the sales side, messaging offers opportunities to speed up the process and provide a more personalized service. Automating these can improve the effectiveness of digital ads by making it easier to convert ad impressions into sales, notify customers of new products or offers, and maintain long-term relationships by providing ongoing, relevant attention.
Our Reach & Engage tool can assist you in creating these types of campaigns, send them in bulk, and also provide you with a simple automated flow to address your users’ concerns.
In the field of customer service, bots represent an efficient alternative to costly, traditional call centers. They provide two-way, asynchronous communication that accommodates customers’ preference for quick and helpful responses within minutes.
Future of conversational commerce
The outlook suggests that the role of digital conversations will continue to expand.
Messaging applications for mobile devices are expected to play an important role in marketing and interacting with consumers online. Personalization and artificial intelligence will play a key role in improving product recommendations and the efficiency of interactions.
Would you like to learn more? Write to us at firstname.lastname@example.org and we will be happy to help you.