Keeping in touch with my colleagues hasn’t been as difficult as I thought it would be. The same goes for people when they’re not at work. They want to make connections, and they want the process to be as seamless as possible. Last summer, Google partnered with Forrester Consulting and discovered a similar trend in consumers interacting with businesses. More specifically, the study highlighted how important fast and seamless communication experiences are for all users.
The Forrester study found that chat and messaging are gaining popularity, especially among younger generations. Consumers want speed in their preferred channel, it is the most important factor in their interactions with companies, and they are increasingly turning to chat because they find it more convenient.
In fact, consumers decide where to shop based on brands’ communication channels. As many as 68% of respondents indicated that if they can choose where to make a purchase, they are more likely to opt for the company that offers convenient communications.
The opportunity to delight
My own experience interacting with brands digitally has gambling data usa been mixed. Some do a great job, while in other cases the experience can be quite frustrating, mostly due to long wait times or lack of follow-up. I find Warby Parker’s Home Try-On experience to be a delight. Simply pick five frames from their website and within a couple of days you’ll be able to try them on at home, without having to visit a retail store or speak to a service rep.
But consumers may not visit the website or you can tell by the level download the app for every business they interact with. That’s where Google’s Business Messaging comes in, combining the power of Google Search and Maps with the speed and effectiveness of messaging.
Australian retailer Woolworths reveals product availability through Business Messages. Walmart, Safeway, Meijer and Levi’s, among other brands, serve current and potential customers through Business Messages.
The need to invest in asynchronous chat
Companies are increasing their investments in communications technology. Specifically, 60% expect increases in their budgets over the next year.
What businesses do with this additional budget cyprus business directory is critical, and while asynchronous chat is currently in its infancy, adding this channel can give businesses a competitive advantage. We found that the benefits of investing in asynchronous chat increased contact center efficiency and improved customer loyalty.
We define asynchronous chat as any communication channel where the consumer has control over the cadence of the conversation (such as text, social media, third-party messaging, and chat via a mobile app). For example, a consumer might send a message to a business, walk away for a few hours, and pick up the conversation right where they left off.
