Customers increasingly turn to online shopping, moving away from traditional brick-and-mortar stores. In fact, experts predict that consumers will spend nearly $11 trillion on online purchases in 2024 alone.
With customers spending more time online, it’s essential to focus on digital communication channels, meeting their expectations for speedy responses and personalized interactions. Conversational messaging—the strategy of prioritizing one-to-one chats between customers and live agents—has emerged as a powerful new tool for satisfying those needs.
In this article, we define conversational messaging, explain why it’s so effective for online customer service, and explore four subtypes you can use in day-to-day interactions with your customers.
What is conversational messaging What is conversational
Forces customers to wait in line and/or focus solely uae mobile numbers list on their service issue. This is the case for both in-person customer service and channels like phone calls. Customers have to dedicate their time to waiting in line or waiting on a phone call. With conversational messaging, customers can message in and review your team’s response whenever they get time.
Types of conversational messaging
Can be slow. The average customer support ticket KH Lists resolution time is nearly four days. This extra time is often due to channels like email, which customers check less frequently if they check it at all. (The average email open rate is 21%.) Slower responses lead to slower resolution times. Because customers are more likely to read messages—for example, 98% of texts are read—your team can resolve queries faster.
