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2019 Customer Service Planning Guide: Using Messaging to Increase Agent Efficiency, Deflect Calls, and Improve Customer Satisfaction
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"2019 Customer Service Planning Guide: Using Messaging to Increase Agent Efficiency, Deflect Calls, and Improve Customer Satisfaction"
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Are you meeting customers on their favorite communication channels?

As many businesses work on improving the customer experience, they look to efficient, cost-saving technologies like IVR and chatbots. These avenues often seem the most logical for customer service managers who are charged with cost-cutting, but they often have negative effects on other essential KPIs like CSAT (customer satisfaction), NPS (net promoter scores), and retention. Despite improving the company’s internal support operations in some cases, these technologies actually make the customer’s life harder as they struggle to make a robot understand their complex inquiry or sit on hold after pressing “6,” unsure if they even chose the right option.

More than half of consumers (54%) say that the customer experience at most companies needs improvement. And one in three consumers will walk away from a brand they love after a single bad experience. 

Learn how you can use two-way messaging to meet customers on their favorite channels, providing personalized service with a human touch while increasing agent efficiency and decreasing costs. 

Read about how leading brands across industries are using the two-way text and mobile messaging channel to differentiate from competitors and build loyalty.


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