Messaging has grown from a channel for one-way notifications and status updates into one that leverages personalised, two-way interactions that build relationships between brands and consumers.
As messaging apps join email, live chat, SMS and voice as key customer touchpoints, brands will need to maintain an omnichannel conversation with customers and share it across their marketing, sales, commerce and customer service platforms. Simply being where customers are just won't cut it anymore. Customers expect brands to know who they are and personalise the experience accordingly.
Customer service can utilise conversational messaging to enable interaction with customers at a number of different events throughout the customer lifecycle. One example is when a customer has an issue with a product or service. The customer gets in contact to raise a concern with their supplier. The supplier then needs further information and to provide advice. These interactions can involve exchanging links to user manuals, sending photos of readings/indicators or any damage, and scheduling a service appointment or call. There may be a number of exchanges back and forth, but the objective is always to get to a resolution as quickly as possible. Some or all of this interaction can be performed person-to-person, or assisted in part with a chatbot.
SELECT FROM OUR Conversational Messaging SERVICES
RCS Messaging - Rich Communication Services is the replacement for SMS text messaging. Watch this space!
Smart, highly integrated chatbots that deliver scalable near-human customer service.
Rich media messaging that goes beyond SMS text for more engaging customer interactions.
SMS gateway platform for A2P, P2A, bulk, wholesale, business, text marketing and other applications to UK, France, Germany, Spain, Italy and other countries.
Notification service that can be relied upon. Delivered via voice, rich messaging, SMS, email, social media and chat.
Use SMS text marketing and other channels to send relevant, timely and personalised communications to your audience to drive engagement.