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Messaging vs Chat vs Texting: Battle for the Future of Customer Service
- 1. Messaging vs Chat vs Texting: Battle for the Future of Customer Service #CSBattle
- 3. Can we agree on some definitions? #CSBattle
- 4. Pros and Cons of SMS Pros • Universality • High open rates Cons • Per-message cost • Carriers act as gate-keepers • No advanced messaging functions PROS CONS
- 5. Is SMS a stop-gap till better messaging arrives? Or is it here for the long haul? #CSBattle
- 6. Pros and Cons of Messaging Pros • Rich functionality • Identity / Authentication via the platform • Optimized UX • No cost Cons • At the mercy of the platform’s policies and priorities • Not every consumer has every app • Privacy and security is in hands of the platform PROS CONS
- 7. How should companies think about 3rd party messaging platforms? #CSBattle
- 8. Channel Jungle No clear winner in messaging channels. MAU, billions Situation even more complicated globally. Most Popular Service by Country FB MessengerWhatsApp ViberWeChat Telegram LineApple iMessage
- 9. Will the channel jungle get tamed? #CSBattle
Editor's Notes
- Hello everyone, and welcome to today’s live discussion titled, “Messaging vs Chat vs Texting: Battle for the Future of Customer Service”. We have a fabulous panel of thought leaders with us, so let’s take a few minutes for some quick introductions. We’ll start over here with… Let’s do some quick housekeeping rules: The discussion is quite simple: I will share a slide, direct the question to one of our panelists, and let the conversation unfold. We want this to be interactive, so – to everyone watching live -- please submit questions or comments at any time. You can add your thoughts here on YouTube or you can tweet using the hashtag #CCtrHangout – and you’ll see that hashtag scattered throughout the presentation. So without any further ado, let’s get started with the first topic.
- Let’s start with an easy question. We have a number of terms that have overlapping usage. There are also cases where the way a term is used in a casual sense may be different from its formal definition. For example, between oftern say they were *quote* chatting *quote* with the company over SMS.
- For companies focusing on this space, these difference are important. For example, Tobias’s company positions itself very strongly as a “messaging company” and not “chat”. So, can we agree on these definitions? Tobias, we’ll start with you.
- SMS has been with us for a very long time. In fact, 2018 marks its 25th birthday! The main strength of SMS is its universality. Every phone in operation today (even “non-smart” ones) have SMS capability. SMS also has open rates as high as 98%. But the downside of SMS is that it has a per-message cost and that it only works in a mobile context.
- Is SMS a stop-gap till better messaging arrives? Or is it here for the long haul? Thomas, you’ve made a big bet on SMS with TenDigit so we’ll start with you.
- Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via messaging channels (Facebook Messenger, WhatsApp, WeChat, etc.). On the plus side, you get rich functionality, you get identity & authentication handled by the platform, and no cost. The downside is that you are at the mercy if the platform company in terms of their product roadmap, their policies. You also are dependant on them to avoid privacy and security incidents. You also have the problem that no one platform has high enough penetration to be your exclusive channel.
- How should companies think about using 3rd party platforms as channel to reach their customers? Shai, we’ll start with you.
- The world of messaging is very fragmented today. As you can see on the left chart, no one channel is dominant enough to make the other channels irrelevant. And as you can see from the right chart, the fragmentation is very geographic.
- Are we going to see any consolidation? Or are companies going to be faced with supporting a rotating mix of messaging channels as yheir customers’ tastes change. Roland, we’ll start with you.