Digital messaging is now at the forefront of customer service. Gone are the days where customers are willing to wait on hold to talk to an agent.
Customers are busier and more sophisticated than ever before. They want instant, easy, flexible communications with brands they do business with. This means engaging via text, social media, and other messaging apps. Automation plays a key role in answering simple questions and completing basic tasks. Agents only need to get involved for more challenging inquiries.
— E-Commerce Director, Online Jewelry Retailer
— VP Customer Care, Large Regional MSO/Telco Company
— Director of Operations, Fortune 100 Home Improvement Retailer