For some organisations, it can be difficult to see the difference messaging could make to their customer experience, and even harder to predict the impact it could have on their bottom line. And with so many messaging channels in play, it can even be tough just to know where to start.
But the companies leading the way understand the value messaging brings to their customer engagement strategies. They see the effect it has on customer satisfaction, as well as their agents’ satisfaction. They see how it can help with connecting touchpoints and moving conversations seamlessly between channels without losing the context. They see the ROI.
In this guide, we’ve brought together stories from leading brands that are using a variety of messaging channels to deliver tangible business results. They’re combining virtual assistants and live agents to route every interaction down the fastest path to resolution. They’re reducing customer effort, delivering amazing experiences – and unlocking the ROI of their digital engagements.
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