No wonder they also want to interact with businesses the same way. They have driven up the popularity of messaging as a communication channel—there are 1.3 billion users on Facebook Messenger, which continues to add 100M users every 5-6 months. According to CTIA, 1.5 trillion text messages were sent in 2017 alone.
Businesses are getting the message, pun intended, and are starting to engage and serve customers through messaging. However, this is a relatively new domain where the dos and don’ts for its success are just starting to emerge.
Want to know what they are? Based on our experience with blue-chip clients in providing digital customer service at scale, we’ve put these practices together for you.
A hub avoids silos, offers true omnichannel experience, and makes it easy to add new messaging channels as they emerge.
The agent needs the right tools to handle all the new messaging mediums they’ll be handling every day. eGain’s digital-first, omnichannel agent desktop is designed to handle all channels from a single desktop.