Lesson 3: Why Messaging is the Next Frontier for Customer Service – Abhay Prasad, Senior Director, Cloud Solutions


Research shows consumers are ready for messaging-based brand interactions. In fact, the Aspect Consumer Experience Index shows that 38 percent of consumers would rather use messaging apps like Facebook Messenger or WhatsApp to engage with customer service versus phone calls. Consumers are clearly calling for a change in brand engagement and messaging-based customer service could be the answer. In this session you’ll see how messaging as a customer service tool can improve brand engagement, service and support levels.