Customer Service Messaging: Fastest Growing Engagement Channel


According to CTIA, 1.5 trillion text messages were sent in 2017 alone.

Next-gen consumers—millennials and Gen Z—like to text friends and even family rather than phone them.

They want to interact with businesses in the same way and 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. On its platform, people and businesses exchange 20 billion messages every month. And this is just one messaging platform.

Businesses are getting the message, pun intended, and are starting to engage and serve customers through instant messaging, direct messaging, and other forms of it. 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.

Messaging dos and don’ts

Messaging is Effective for Customer Service

A whopping 86% across the US and the UK found messaging to be “very effective” or “somewhat effective” for customer service in the survey conducted by YouGov PLC on behalf of eGain.

86% surveyed say messaging is effective for customer service

Messaging can include SMS, MMS, web chat, text messaging, or any of the popularly used messaging channels like WhatsApp, Facebook Messenger, Twitter Direct Messages, Google’s Business Messages, Apple Business Chat, or more.

Top 3 Hurdles to Good Messaging Experiences

Consumers across the US and the UK hate being the glue in a multichannel communication. 44% of US consumers and 39% of UK consumers found having to repeat information the biggest pain point, according to the eGain-YouGov survey.

Top hurdles to good messaging experience

Customer Service Messaging Needs a Messaging Hub

A messaging hub avoids silos, offers true omnichannel experience, and makes it easy to add new messaging channels as they emerge.

eGain Messaging Hub

eGain Messaging Hub™

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