In today’s customer service landscape, consumers have an array of different channels at their fingertips to reach businesses. Most people think of these common options: 1-800 number (if you’re desperate), email (if you want to wait) and live chat. Chat—the ability to send real-time communications via a website or mobile platform—certainly has its advantages. But it isn’t the only avenue customers could use to get a hold of you and your business quickly and conveniently.
In other words, automotive brands, dealerships and other companies need to embrace messaging, not just live chat.
Years ago, simply having a contact center through which customers could place service calls or inquiries was sufficient. Shoppers have drastically changed their communication preferences, however. In fact, 67% of consumers reported hanging up the phone after making a call to contact a business, terminating the connection after being frustrated that they could not reach a real person.
Plus, talking just isn’t the preferred interaction for many. Customers now prefer digital messaging capabilities over traditional telephone calls, per this IDC InfoBrief. Not supporting these channels could end up costing your company considerably—one study from Lee Resources found that over 90% of shoppers would not do business with a company again if they weren’t happy with their experience the first time.
In this way, providing more complete messaging capabilities is now a requirement for communications across industries. Whether a consumer is seeking information about an upcoming car purchase or vehicle service need, he or she must be able to use the communication channel that best suits his or her tastes.
But what does messaging actually entail? Today’s retailers and service providers must have a more holistic messaging solution in place that encompasses all of the top communication channels, including:
Messaging doesn’t just include live chat, but a whole host of other messaging platforms that your customers are currently using. Your company needs a system that will help it easily integrate and manage these channels from a single, streamlined portal.
This is where the Contact At Once! messaging network comes into play. It supports all of these communication channels, and allows customer service reps to connect with customers and take part in conversations across an array of platforms.
To find out more, check out our infographic or message us below!
Written by: Angela Wijesinghe on December 11 2017