For brands, the challenge is therefore to have a unique experience regardless of the device used. By becoming the online shopping device, the smartphone gives a real boost to conversational channels. For example, a successful experience involves in particular a multiplication of contact channels, with a chat, and the adoption of mobile messaging, such as WhatsApp, Google Message, Apple Business Chat or Messenger, already popular with their customers.
According to Médiamétrie, these mobile messaging services now attract more than 27 million French people every day, and they are used much more than email on a smartphone.
Solutions adapted to this new reality
To offer a multichannel, conversational and seamless estonia telemarketing customer journey, more and more brands are turning to back office solutions adapted to these new uses: Immediacy, multiplication of multichannel conversations, centralization of customer data, personalization of exchanges, automation of part of the responses, etc.
According to a Microsoft study, 72% of consumers say that when they contact customer service, they expect the agent to know who they are, what they purchased, and have insight into their previous interactions with the brand.
Like every year, retailers and e-tailers will invest a lot of resources to establish themselves during the holidays. But with the rise of mobile and new conversational channels, the challenge will also be to be able to offer them the best customer experience and thus be able to retain their loyalty, well beyond these end-of-year holidays.