Ask any transformation-driven company which technologies they’re exploring for delivering quality customer care, and many will probably tell you that mobile messaging applications look most appealing.
As they should: More than 3 billion people worldwide already use WeChat, KakaoTalk, Line, WhatsApp and Facebook Messenger to connect with family, friends and brands they love. So companies would be remiss if they didn’t consider these tools for reaching people (especially millennials) where they already spend so much time—on their smartphones.
Analysts predict that 35 percent of customer support will take place on mobile devices by the end of this year, which is certainly possible.
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