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to call customer service is nothing new. Long wait times. Confusing IVR experiences. Frustrating conversations with live agents who don’t seem to be listening. And now you can pair all of this with a generational aversion to phone calls. All of which means that, despite ongoing technological and process improvements, phone calls are often seen as an option of last resort for contacting a business.
As a result of these shifts, forward-thinking businesses have adapt.
Call centers have evolved into multi-channel contact centers. Support teams have dedicated, easy-to-find email addresses. AI-powered chat functionality now pops up when visiting websites. Support options have been baked into many companies’ native mobile apps. And while these solutions have garnered success.
Messaging vs. traditional phone-based service
Modern messaging and the best technology tools for workforce training
traditional phone-based service are two entirely different experiences. Messaging is a form of asynchronous communication – allowing the conversation to happen on the customer’s timetable. If an agent isn’t available – or a customer can’t respond right away – there’s no calling back and waiting again, the convo just picks right back up. Phone-based service is real-time, synchronous conversation – leaving customers stuck on hold until someone can help them.
In addition to helping reduce wait times, messaging keeps a full history of the entire interaction. This helps reduce the number of times a customer has to repeat themselves, a common frustration with phone support.
Documentation and media is another place messaging shines. On the phone, agents and customers have to rely on additional systems – email or web-based – to make the exchange. This reduces the possibility of dropping out while bouncing back and forth between apps and helps get to a solution faster.
Messaging vs alternate support options
While email, on-site chat, egypt data and native apps all help address some of the issues with phone calls – they each have their own drawbacks. Some of these are social – meaning users are less likely to adopt them or they deliver a subpar experience. Other shortcomings are technical – either still requiring real-time agent interactions or not being able to resolve concerns without moving to another platform. Messaging can help overcome both of these types of obstacles.
Messaging provides faster and clearer communication than email. It eliminates the need for customers and support agents to visit an overwhelming inbox or keep track of complex threaded replies. And given that a 2021 survey found that 62% of companies don’t answer support emails – messaging helps keep your customers from being ignored. Messaging empowers your customers to reach out when they want, on a platform they’re comfortable with, helping increase the likelihood of user adoption. They no longer have to keep a chat window open in their browser or your native app.