"90% of worldwide users prefer messaging as channel of interactional communication with businesses."
Businesses can reduce customer service costs by up to 30% by implementing conversational solutions (IBM, 2017).
40% of consumers do not care whether a chatbot or a real human helps them, as long as they get the help they need (Hubspot, 2017).
80% of consumers are willing to pay more for better customer experience (Capgemini, 2017)
Messaging is the most used channel of communication for private information exchange. Consequently Facebook Messenger, Line, Whatsapp or WeChat are experiencing a high flow of rich-data user interactions. As a most-loved communication pattern, messaging has also entered the business world. As a new channel for B2C and B2B there are new capabilities for businesses. But is it really the channel itself what will revolutionize B2C interaction? Or is it the technology that will enable better and more customer-centric approaches for communication and business processes? It appears that what matters is switching to the channel that is relevant to the customer - at any given time. Our hypothesis: With the right technology the channel becomes irrelevant and can shift to messaging or even to voice.
From September 12 to 13, 2018
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