More and more people prefer turkey whatsapp number data
using messaging channels to communicate with brands, not just with their friends and family. A recent Forrester survey also found that messaging jumped from the fifth most popular customer service option before 2020 to the second most popular option in 2021.1
As being able to message with brands becomes the norm, the real differentiator won’t be offering conversational support. It will be creating an exceptional conversational support experience — one that’s personalized and engaging.
If you’re not already offering a smooth, curated messaging experience to customers, now’s the time to learn about conversational support. We’ve got you covered with this post.
Why customers love conversational support
Customers want a convenient unlimited creative resources
way to communicate with brands. And for many shoppers, messaging fits the bill.
Zendesk’s 2022 Customer Experience Trends report found that customer inquiries via messaging apps like Facebook Messenger and WhatsApp jumped by 36% from 2020 to 2021.2
With billions of users globally,3 WhatsApp, in particular, has become a preferred customer service channel for many. According to Spectrm’s recent State of WhatsApp Business Messaging report:4
- 57% of customers regularly communicate with brands on WhatsApp.
- 70% say messaging has “positively impacted their perception” of a brand.
- 66% have made purchases after communicating with a brand on WhatsApp.
This popularity isn’t surprising when you consider all of the ways messaging benefits customers.
They get real-time responses
According to Zendesk’s egypt data
new 2023 Customer Experience Trends report, 72% of customers want immediate service and better response times from brands.5 Conversational messaging makes that possible when brands use chatbots to connect with customers, even when live agents aren’t available.
Customers increasingly care less about whether they get their answers from a live human or chatbot as long as the customer interactions feel friendly and natural. Zendesk found that:
- 77% of customers find chatbots helpful for solving simple issues
- 71% believe chatbots help get faster replies
Customer trust in chatbots is also increasing, with 67% saying that they believe chatbots often provide them with the right information based on their query.