Mobile Chat Transformed

According to Pew Research, the vast majority of Americans – 95% – now own a cellphone of some kind.

The share of Americans that own smartphones is now 77%, up from just 35% in Pew Research Center’s first survey of smartphone ownership conducted in 2011.

The surging popularity of messaging channels such as SMS, Facebook Messenger, and Apple Business Chat has accelerated mobile adoption even further.

eGain offers a rich array of mobile chat capabilities: text, audio, video, and messaging (SMS, Facebook Messenger, and Apple Business Chat with more to come!) in automated and/or human-assisted modes, both reactive and proactive, and guided by AI, knowledge, and analytics. These chat touchpoints are unified with other customer engagement channels through the eGain omnichannel platform.

Mobile chat best practices

  • Mobile chat should be available in-app or on the mobile web. If the latter, the experience should adhere to responsive design standards.
  • Make sure you deliver mobile experiences that are rich, smart, and connected across mobile and non-mobile touchpoints
  • You could also deflect smartphone callers to self-service while they are on hold by texting them a link to contextual self-service, which the caller could use without losing his/her place in the queue, an innovative way to create a memorable mobile experience
  • In addition to chat on demand, mobile devices are also a great channel for proactive chat. Again, make sure you don’t create channel silos by going with a customer engagement hub such as eGain’s