It’s time to face the on-hold music: messaging for customer care

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Your customers don’t want to sit and wait to get the help they need from a customer service agent. They expect a quick and helpful response from your business in minutes, not days. But you don’t have to invest in costly phone support to make real-time communication a reality.

So, what does that entail?

Finding a business messaging solution that gives you the power to drive personalized, two-way communication at scale while keeping costs low. While traditional call centers are costly and take a long time to deploy, messaging and conversations can provide an efficient way to scale communications and can reduce the cost of world-class customer support. In fact, a 2021 study from Gartner predicts that by 2025, 40% of customer service organizations will actually transform themselves into profit centers by becoming leaders in digital customer engagement.

This aligns with a distinct shift in the market towards a proactive, asynchronous italy mobile database model of customer care. Instead of forcing customers to wait on the phone to speak to an agent, enterprise business messaging enables customers to simply start a conversation with their favorite brands and get help immediately.

With asynchronous messaging like this, businesses can provide assistance 24/7 using automated chats that trigger customized routing and follow-up.

Here’s an example: say a customer in another time zone reaches out to your business asking when their recent purchase is scheduled to arrive. A chatbot can pull data from that customer’s order number and let them know exactly when their order will arrive, saving the customer time, and your business from funding additional customer service resources. Many of these common questions can be answered asynchronously by AI, saving the more detailed questions for a live customer service agent and helping reduce costs for your business.

Embracing this fast, efficient, and proactive customer care model will help your business to reap the rewards, saving time and money in the long run, just like the Mexican airline, Volaris. Using a chat plugin on their site, they saw a 83% cost reduction for customer care channels.