Enrich your CX with asynchronous messaging experiences
Messaging is part of everyday life—which means it should be part of your customer service strategy, too. People around the world are using SMS text messaging and popular apps to connect with brands as well as friends and family. Unlike traditional chat, which takes place during a timed live session, messaging is asynchronous—meaning messages can be sent back and forth at any time without losing the conversational thread.
Business messages are a true game changer. Consumers can seek support without carving out a block of time from their day. They can start a conversation on one channel or device and pick it up on another one later. Agents can manage more interactions with less pressure. And businesses can front-end every exchange with a conversational chatbot to automate simple tasks and collect context for an agent. Best of all, you can connect your existing virtual and live agents to messaging channels easily using an open channel API. We call that a win-win-win.