Providing great customer experience (CX) is the most important goal for companies today, whether it’s through support, pre-sales or post sales service. Conventionally, businesses tend to tackle customer support requirements by deploying specific channels for certain scenarios; voice or phone support (for pre-purchase support), emails (for post-purchase support), etc. But these are definitely not conventional times. Call centres are blocked with customer requests, hold times for calls have increased beyond minutes, turnaround responses for customer emails have become irregular and to top it all, businesses have had to reduce supply of support agents in this pandemic. Yet, customer queries continue to rise.
It’s now obvious why businesses prioritize customer experience above all else as part of business growth. With the help of conversational messaging, different sectors like banking, telecommunications, e-commerce, etc are exploring new ways in which to reduce the biggest pain points in customer service and to improve their customer engagement further.