Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Chat Apps Should Be at the Heart of Your CX Strategy

Blog
8th November 2016

chat apps messengers customer experience

One of the biggest changes in the customer experience over the past few years has been the introduction of chat apps and messengers. Facebook has even released a toolkit for their own Messenger that allows the service to deploy artificial intelligence (AI) when interacting with customers.

This is an important development for smaller businesses. Could you imagine a flower store a couple of years ago having an AI customer service centre available 24/7? Now it’s possible thanks to the free tools Facebook makes available.

But what is really happening is a shift towards text-based communication. People now prefer to text and have conversations on Facebook Messenger or WhatsApp, rather than making calls. With this shift taking place in the way people communicate, it’s important for companies to adjust to customer desires and improve the ways that they offer chat app- or Messenger-based customer service.

It’s worth knowing that Facebook is constantly rolling out new features for Messenger. The latest is a polling system and peer-to-peer payment. The polling service allows groups of friends to take decisions together interactively. Imagine you are meeting a group of six friends for dinner, but you don’t know where to go. Create a poll featuring the top three choices of venue and let everyone who is on the chat vote on their preference – a great way to speed up group decisions!

Peer-to-peer payments and payment reminders are interesting too, because they enable individuals to send money to each other using Messenger. If you owe your friend £20 then they can request to be repaid via Messenger and the system will automatically remind you if you have not paid. The reminder service is very useful, but the ability to pay friends anywhere in the world, so long as they are on Facebook, is a very exciting financial service.

It’s clear from these developments, and the way the public is generally behaving, that messengers are only going to become more important in 2017 as a link between brands and customers. How far are you in your own strategies when it comes to what chat apps can do for your business? Leave a comment below and let me know, or contact me on LinkedIn.


Leave a Reply

Your email address will not be published.Required fields are marked *


Helen Murray
Article by: Helen Murray

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
News
Webhelp group agrees to acquire Sellbytel in transformational transaction

Acquisition strengthens Webhelp’s position in the European CRM BPO Market   Webhelp Group, a leading global BPO and customer experience company, today announced that it has entered into an agreement to acquire 100% of Sellbytel Group. Sellbytel is a wholly-owned subsidiary of Omnicom Group Inc. (NYSE: OMC). By joining forces with Sellbytel, Webhelp expands its geographic footprint...

Blog
International B2B e-commerce: 5 pitfalls and 5 good practices

Increasing numbers of B2B businesses both large and small are setting their sights on trading internationally through an e-commerce platform. To give yourself the best chance of making a decent fist of it, Axel Mouquet, Development Director of Webhelp Payment Services, proffers his advice and...

News
Webhelp Payment Services wins a Mirakl Partner Awards

Webhelp Payment Services has been awarded « ISV Partner of the Year » at the Marketplace&Platform Summit by Mirakl, which took place this June 7th in Paris. This award is shared with our German client, Conrad Electronics, and their amazing B2B Marketplace Project. We have produced this...

Whitepaper
TECHNOLOGY IN THE TRAVEL SECTOR

How often are travellers using digital methods? What channels are customers using most frequently? And has the internet, as many predicated, replaced the traditional travel agent?   The Travel Industry is one sector that many people believed would be disrupted the most following the...

Case Studies
Webhelp People Analytics

...

×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the terms and conditions.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp terms and contitions outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook