Does it really matter if customer service agents are real people or chatbots? It does if a chatbot seems unable to comprehend the context of what is being said. But that is changing thanks to Natural Language Processing (NLP).
Most brands have proved themselves capable of using technology for customer communication. However, when it comes to two-way customer dialogue – or conversation – technology seems to lag behind actual customer support. But voice AI may change all that.
We recently speculated that parent company Facebook was well-placed to roll out a big business customer service platform on WhatsApp. And that is exactly what has happened now.
Is there a ‘best business chat app’? While the main contenders all have similarities and differences we can use a stack of KPIs to gauge their overall effectiveness and make an informed decision. But which will emerge victorious?
In this series we’ve already looked at Google and Apple’s chat innovations, as well as payment services in messaging platforms. But now we turn our attention to web apps and consider just how important they are – as customer service and conversion tools.
More emotionally intelligent chatbots and voice assistants are becoming a key part of the automated customer experience, thanks to Natural Language Processing.
The future of voice assistants in customer conversations: How voice AI could help brands get better customer engagement through simple spoken interactions. 🗣
WhatsApp For Enterprise will give the Facebook-owned service a broader customer service remit – for all kinds of businesses. 📱
Can you really pit different messaging services against each other? And is there a ‘best business chat app’? Only one way to find out... 👀💡
Web app messaging. What your business needs to know about real time, on-site optimisation and how you and your customers can benefit. 💻💬
Artificial Intelligence (AI): a customer service messaging force to be reckoned with. We show how businesses can benefit from AI. 🤖
When will we start to see payment services in business-focused messaging platforms? Functionality like this could be a real game changer – if played correctly.
Meaningful customer relationships are built on trust, consistency, and loyalty: on and offline. 🤝Customer Relationships ✓ CX ✓ Customer Journey ✓ Loyalty ✓
Mesaic takes a closer look at Google’s latest foray into messaging 💬, and wonders to what extent businesses could benefit from RCS.
Mesaic looks at Apple Business Chat 📱– iMessage for company-customer conversations – and considers if and how it goes above and beyond the expected.
Join Mesaic on a walk through the customer journey; across all digital and traditional touchpoints. ✓CX ✓Customer Interaction ✓Omni-Channel ✓User Experience
Mesaic on how to create unique customer experiences in the digital age ✓Omni-Channel ✓Transparency ✓Experience Assessment
A brief overview on how to make your business GDPR compliant before May 25th: obligations, guidelines and a 3 step checklist ✍︎
Mesaic’s view on tech trends and developments in 2017. From WhatsApp opening up for businesses to Chatbots and net neutrality in the US.
All new in the updated Facebook Messenger: Facebook is making it easier for businesses to use the messenger for communication towards customers.
The creation of WhatsApp resulted in one of today’s most loved messengers. As it recently opened up for businesses, we’ll have a look at the potential.
The new technology behind Progressive Web Apps called "Service Worker" enables new functions that have previously only been available to native apps.
4 hacks for businesses to engage with their community via messaging. Increase and improve the interaction between business and customers through messaging.
WeChat is messenger, social media network and e-commerce platform at the same time. It has become China's most popular social network.
The asian messenger app LINE is best-in-class for customer-business interaction within their app. We'll have a closer look at the extensive possibilities.
At Apples WWDC it was announced that iMessage will be opened for customer-business communication. Business Chat is a move towards conversational commerce.
Facebook Messenger opened up for businesses to interact with customers and meet them in one of their most loved channels. We'll take a look at what this means.
Google is using messaging to allow their business customers to speak to end customers in a digital manner. We'll take a look at how, why and in what way.
Customer-Business interaction within messaging structures is being pushed by Apple's iMessage, Google's RCS and Facebook Messenger. Here is why it will last.
Technology is all-embracing - whether it's business or private. The sheer value of software itself however changed over the last few years.
Users typically communicate in messaging structures as their preferred channel. Taking this approach into the business world is called conversational commerce.
Chatbots are promising a valuable tool for high efficiency in customer-business communication. But can chatbots actually live up to the promise?
Platforms are an essential part of the digital life. They can also play a relevant role for the way businesses structure their customer interaction.