Today, customer communication has changed radically. Gone are the days when a phone call or email were the only options for receiving support. Now, instant messaging has taken center stage, and brands that don’t jump on this bandwagon could be left behind.
If you’ve ever wondered whether it’s worth investing in a conversational support department, the answer is a resounding yes. And here’s why.
What is conversational assistance?
Conversational support is the support job function email list companies provide their customers through instant messaging platforms, chatbots, and live agents. Unlike traditional channels, this modality allows for fast, personalized communication that’s available when the user needs it.
Thanks to artificial intelligence and automation, conversational support not only answers frequently asked questions but also guides customers through their purchasing process, resolves issues in real time, and improves the user experience. Implementing it not only optimizes customer service but also boosts loyalty and sales.
Conversational assistance: more than a fad
Conversational support isn’t simply changes to meta and whatsapp policies a chatbot answering questions . It’s a support system where brands interact with customers through digital messaging channels, such as WhatsApp, Facebook Messenger, or their website’s live chat.
The most interesting thing is that this type of support is asynchronous, meaning customers can ask questions at any time and receive a response when the company is available. This eliminates friction and improves the user experience.
What customers expect (and what brands that don’t deliver it miss out on)
Customers don’t like waiting. According belgium business directory to a Zendesk report, 72% of consumers want quick and immediate answers. Conversational support makes this possible thanks to chatbots and integration with human agents when necessary.
Besides:
- 57% of customers regularly communicate with brands via WhatsApp.
- 70% say messaging improves their perception of a brand.
- 66% have made purchases after talking to a company through this medium.
If your brand doesn’t offer conversational support , you’re missing out on the opportunity to improve customer perception, increase conversions, and build closer relationships.