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Webinar: The Shift to Private Messaging and What It Means for Your Customer Experience


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With the rise of messaging apps like Facebook Messenger, WhatsApp and iMessage, customer support is quickly shifting from public to private channels. But how do brands manage these new touchpoints without creating a fragmented customer experience?

In this webinar, we unpacked:

- Why private messaging is more personal, efficient and convenient
- Why WhatsApp is different from other customer care channels
- How to incorporate AI and chatbots without losing the human touch

Published in: Marketing
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Webinar: The Shift to Private Messaging and What It Means for Your Customer Experience

  1. 1. The Shift to Private Messaging and What It Means for Your Customer Experience #FalconEd
  2. 2. Your Presenters. #FalconEd Warren Levitan VP, Conversational Business Zendesk Dino Kuckovic Community Marketing Lead @dinokuckovic@wlevitan
  3. 3. #FalconEd Introduction The heart of conversation Connecting conversations & CX Q&A Today’s Agenda.
  4. 4. THE HEART OF CONVERSATION Embrace the world of private messaging. #FalconEd
  5. 5. Private Messaging Today. Statistics & Facts. Source: Facebook IQ 56% prefer to message rather than call 61% ok if businesses message them personally 50%+ likely to shop where they can message 63% messaging outreach increasing 63% users share content & recommendations Most Popular App?
  6. 6. The latest milestone: WhatsApp Business Solution Provider.
  7. 7. Source: Statista Most popular mobile messaging apps worldwide as of April 2019, based on number of monthly active users (in millions)
  8. 8. Tips for Marketing Through Messaging Apps. 1. Use your email marketing experience to guide your message marketing efforts. 2. Use message marketing to get personal and have one-to-one conversations to build relationships with your audience. 3. Combine ads and messaging apps to generate and nurture sales leads.
  9. 9. CONNECTING CONVERSATIONS To transform the customer experience. #FalconEd
  10. 10. How we communicate has changed Mobile users spend 
 5x longer in messaging apps 
 than on voice calls - Business Insider 13-24 year olds spend 
 8x longer in messaging apps 
 than email - App Annie WhatsApp and FB Messenger alone carry 22 trillion 
 messages per year - Facebook
  11. 11. 9 out of 10 consumers would like to message a business. Global Mobile Messaging Consumer Report 2016
  12. 12. 2019: Messaging is open for business! RCS
  13. 13. Conversations Personal Persistent Asychro- nous Omni- channel
  14. 14. Enterprise ConsumerEnterprise Consumer Service Contact centre Sales Commerce Virtual assistant Survey Web chat In-app chat Voice Voice assistants Chat apps Email Social This is your
 customer Consumer
  15. 15. Consumer This is your
 enterprise Marketing Service Contact Centre Virtual assistant Sales Survey Commerce
  16. 16. Consumer ConsumerEnterprise ConsumerEnterprise
  17. 17. Consumer ConsumerEnterprise ConsumerEnterprise Compliance IoT Analytics Payments Survey Virtual Assistants Intent Sentiment Routing Translation
  18. 18. Send the message
  19. 19. The rise of conversational business
  20. 20. RCS Global, unified, omnichannel concierge service
  21. 21. CSAT increase for mobile app post integration of chat25% 7pt NPS increase for guests that use chat Global, unified, omnichannel concierge service
  22. 22. Cross-platform product discovery through menu driven bots
  23. 23. AI-powered customer service and commerce Hi, I’m Aidan, the Excalibur Assistant! What can I help you with today? Getting a quote? A Service Request?
  24. 24. Leading software platforms and brands trust Smooch for building their conversational experiences. VP Conversational Business at Zendesk WARREN LEVITAN @wlevitan
  25. 25.
  26. 26. #FalconEd
  27. 27.