Consumers want messaging-based customer service channels. Companies that transition from voice- and email-based customer support see a 25 percent greater annual growth in revenue — plus an 8.6 percent increase in average profit margin per customer.
For customers, it’s the convenience of using the channel they use most in their daily lives. For agents, it’s the opportunity to work at a higher level on more complex issues while messaging takes care of routine tasks.
And it doesn’t take a team of developers and deep pockets to add messaging to your customer service channels.
Source: VentureBeat
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