1.Digital Transformation:-Messaging makes customers less reliant on phone calls — the most expensive channel —
and more willing to use digital channels that are easier to automate through bots and other self-serve options.
2.Customer Engagement. The customer drop-off rate for app messaging (i.e., the rate for non-interactive conversations) is 1% or less. In live chat, the rate can be as high as 25%.
3.Customer Satisfaction:-Due to the improved customer experience, consumers often rate messaging more highly than calls or live chats.
4.Agent Success:-Messaging allows agents to work in teams and consult with fellow experts to resolve customer issues, which improves resolution while also increasing agent satisfaction and skills development.
5.Cost per Resolution:-High contact concurrency and resolution rates makes messaging more cost effective than calls or live chats.
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