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

1. The Shift to Private
Messaging and What It Means
for Your Customer Experience
#FalconEd

2. Your Presenters.
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Warren Levitan
VP, Conversational Business
Zendesk
Dino Kuckovic
Community Marketing Lead
Falcon.io
@dinokuckovic@wlevitan

3. #FalconEd
Introduction
The heart of conversation
Connecting conversations & CX
Q&A
Today’s Agenda.

4. THE HEART OF
CONVERSATION
Embrace the world of private messaging.
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6. 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?

7. The latest milestone:
WhatsApp Business Solution Provider.

8. Source: Statista
Most popular
mobile messaging
apps worldwide as of
April 2019, based on
number of monthly
active users
(in millions)

9. 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.

10. CONNECTING
CONVERSATIONS
To transform the customer experience.
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11. 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

12. 9 out of 10
consumers would
like to message a
business.
Global Mobile Messaging Consumer Report 2016

13. 2019: Messaging is open for business!
RCS

14. Conversations
Personal Persistent Asychro-
nous
Omni-
channel

15. 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

16. Consumer
This is your
enterprise
Marketing
Service
Contact
Centre
Virtual
assistant
Sales
Survey
Commerce

17. Consumer ConsumerEnterprise ConsumerEnterprise

18. Consumer ConsumerEnterprise ConsumerEnterprise
Compliance IoT Analytics Payments Survey
Virtual
Assistants
Intent Sentiment Routing Translation

19. Send the message

20. The rise of conversational business

21. RCS
Global, unified, omnichannel concierge service

22. CSAT increase for
mobile app post
integration of chat25%
7pt NPS increase for
guests that use chat
Global, unified, omnichannel concierge service

24. Cross-platform product discovery through menu driven bots

25. 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?

26. Leading software platforms and brands
trust Smooch for building their
conversational experiences. VP Conversational Business at Zendesk
WARREN LEVITAN
wlevitan@zendesk.com
@wlevitan
smooch.io

27. bit.ly/Subscribe2TheMessage

28. #FalconEd

29. @falconIOfalcon.io welcome@falcon.io