Messaging vs alternate support options

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Documentation and media is another place messaging shines. On the phone, agents and customers have to rely on additional systems – email or web-based – to make the exchange. On the other hand, a rich messaging experience means they can send photos, videos, documents, locations, or more right in the conversation. This reduces the possibility of dropping out while bouncing back and forth between apps and helps get to a solution faster.

Finally, using automated messaging, businesses can often handle low-complexity issues with a self-serve model, reserving your customer service agents for complex problem solving that requires a human touch.

While email, on-site chat, and native apps all help address some of the issues with iran mobile database phone calls – they each have their own drawbacks. Some of these are social – meaning users are less likely to adopt them or they deliver a subpar experience. Other shortcomings are technical – either still requiring real-time agent interactions or not being able to resolve concerns without moving to another platform. Messaging can help overcome both of these types of obstacles.

Messaging provides faster and clearer communication than email. It eliminates the need for customers and support agents to visit an overwhelming inbox or keep track of complex threaded replies. And given that a 2021 survey found that 62% of companies don’t answer support emails – messaging helps keep your customers from being ignored. Messaging empowers your customers to reach out when they want, on a platform they’re comfortable with, helping increase the likelihood of user adoption. They no longer have to keep a chat window open in their browser or your native app. And given the ongoing sense of app fatigue, messaging helps connect with customers who wouldn’t download a new app.