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How messaging apps can benefit your business - Zendesk - ContactCenterWorld.com Blog

How messaging apps can benefit your business

Heads bowed, shoulders hunched over glowing screens—we all might be a little guilty of smartphone addiction, and mobile usage is only increasing. We’re in constant communication with one another, and over the past few years messaging apps like Facebook Messenger and WeChat have become commonplace. Of the 10 most globally used apps, messaging apps account for 6.

With consumer messaging apps on the rise, businesses have begun to connect with customers on yet another channel. According to Gartner, “By 2019, requests for customer support through consumer mobile messaging apps will exceed requests for customer support through traditional social media.”

Serving up customer support through customer messaging software can deepen your brand’s relationship with customers. On the customer side, messaging apps provide an immediate way to connect with your business and get a response.

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Here are three ways your business can benefit from connecting with customers over consumer messaging apps:

  1. Unrestricted communication
    No matter where they are in the world, messaging apps offer your customers unrestricted communication options. Unlike SMS, which often incurs charges, your customers can still reach out privately via messaging apps and receive a timely response without worrying about cost. That means happier customers, and happy customers mean a happy bottom line for your business.
  2. Move customer queries from public to private
    Giving your customers an easy option to reach your business privately not only decreases their likelihood of publicly tweeting a complaint, it also offers a space to exchange sensitive information, like delivery details. With a more private outlet for customer interactions, your business can thoroughly help customers while simultaneously saving brand face.
  3. Increase first contact resolution with chatbot integrations
    According to Gartner, artificial intelligence is a top trend for 2017. With the help of chatbots, your business can better manage workflows and automatically respond to customer requests via messaging. Chatbots can help point customers to the right information, helping them self-serve and ultimately allowing your support agents to focus on the issues that require a human touch.

If you’d like to learn more about the benefits of messaging apps, we’re sharing complimentary copies of Gartner’s Top Use Cases and Benefits of Consumer Messaging Apps for CRM report for a limited time.

Top Use Cases and Benefits of Consumer Messaging Apps for CRM, J. Sussin, 3 August 2016.

Source: https://www.zendesk.com/blog/how-messaging-apps-benefit-business/

Publish Date: February 2, 2017 5:00 AM


2020 Buyers Guide Computer Telephony Integration

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

4.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

5.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

6.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 



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