Digital messaging uses online and mobile communication channels to interact with customers. Digital messaging platforms include:

• Google Business Messages
• WhatsApp
• Twitter Direct Messaging
• Facebook Messenger

Digital messaging is increasing in popularity. Some 69 percent of customers use digital messaging to interact with brands, and 81 percent expect brands to offer digital messaging options, according to Conversocial State of CX Trends 2021,.

Digital messaging systems can be automatedusing an artificial intelligence (AI) to respond to customer queries.Automation  enhances digital messaging by:

• Increasing the channel’s efficiency: AI can respond to more customers faster than a human agent can, so customers get help faster.
• Reducing the burden on live agents: With more customers helped through digital channels withdigital messaging , call live agents have more time to spend with customers with complex needs.
• Reducing business expenses: Automation is more cost efficient than traditional call center services.

Digital messaging is best suited to handling large volumes of simple, common inquiries such as:

• When do you open?
• What products are currently available?
• What are your locations?
• How do I do X?
• Where can I find information about X?

To ensure your digital messaging technology  operates smoothly and stays up to date, work with OutPLEX to:

• Select the tech experts and other team members best suited to your needs
• Access to our 24/7 helpdeskfor addressing unexpected technical issues
• Research the latest trends in digital messaging and inform you about developments that may be worth your investment
• Program, install, and test all technology before you use it with customers

OutPLEX can provide your business with digital messaging and many other communication channels. Call 1.866.531.5773 or visit outplex.com/contact/ to learn more.