If there is anything that marketers and sales support teams of a brand completely agree on, it’s the importance of customer experience management. And a major aspect of that is how brands communicate with every individual customer; before, during, and after a sales transaction. It’s no surprise, therefore, that as businesses have gone digital, so have their customer touch-points.
Customer support used to depend on face-to-face interaction, in-branch, or on-site service. Then came the time of on-call support, IVR, and SMS services to make customer interactions quicker and after-sales customer experience smoother. The mobile nature of customer support has now extended to in-app and WhatsApp engagement.