Mobile Chat Transformed

The world has 5.1 billion unique mobile subscribers. Your customers are among them.

According to Pew Research, the vast majority of Americans – 96% – now own a cellphone of some kind.

The share of Americans that own smartphones is now 81%, up from just 35% in Pew Research Center’s first survey of smartphone ownership conducted in 2011.

And worldwide, GSMA says there are 5.1B unique mobile owners, predicted to touch 5.8B by 2025.

The surging popularity of messaging channels such as SMS, MMS, web chat, and the numerous over-the-top (OTT) messaging platforms, has accelerated mobile adoption even further. Check this: Facebook Messenger has 1.3 billion users. WhatsApp has 2 billion.

If your consumers are on the mobile and smartphone, and chatting or texting or video calling, that’s where you should be.

eGain can help you be mobile for your customers

eGain offers a rich array of mobile chat capabilities. Text, audio, video, and messaging (SMS, Facebook Messenger, Apple Business Chat, Google’s Business Messages, Twitter DM, WhatsApp, and many more) 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 eGain’s omnichannel platform.

And eGain Messaging Hub is where it all happens. The Messaging Hub offers a complete set of capabilities for mobile chat and conversational automation.

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
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