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Nina for Messaging advances the future of customer service

Change has become a constant in the field of customer service, and the broad availability of chatbots will force yet another change in how businesses resolve customer issues. Nina for Messaging, a new self-service solution from Nuance, allows businesses to adopt new channels at their pace, easily extending their investment from text messaging to in-app messaging to automated self-service via popular messaging applications like Facebook Messenger. Intelligent, effortless dialogs satisfy customers and keep operating costs under control.

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As customers are increasingly using new methods of communication such as texting and messaging apps, businesses must adapt their customer service accordingly.

The world of customer service looks vastly different than it did 20 years ago. With the pace of change, new channels and higher expectations have forced a change from what defined industry leading service even five years ago. Consumers are communicating in fundamentally different ways and the number of touch points continues to explode.

Gaining massive popularity are messaging apps such as WhatsApp, Facebook Messenger, WeChat and Viber, which tout a combined user base of roughly 2.9 billion. These apps are particularly popular among Millennials, as 50 percent of the users for the ten leading chat apps are under the age of 35. Similarly, chatbots are the hot topic in customer service right now. Companies from Facebook to Google to Microsoft are deploying these all-in-one virtual assistants as new ways to communicate with consumers. And finally, we can’t forget about text messaging. In a recent survey, more than 42 percent of Americans reported wanting to communicate with businesses via text message, but only 7 percent received reminders and notification on this channel. Another 25 percent wished they could conduct customer service via two-way text.

Taken together, these trends paint a clear picture: The market is changing. Message-based communication is what consumers want. To stay relevant, businesses must adapt again.

To address this shift in consumer preference, Nuance announced Nina for Messaging, leveraging Nuance’s Natural Language Understanding and conversational technologies to provide an intelligent, automated experience on popular messaging channels, through a common platform. With Nina for Messaging, customers more easily find answers, solve complex problems and execute purchases via in-app messaging, conversational text messaging, and within apps such as Facebook Messenger. The solution leverages a common mulitichannel platform, allowing businesses to cost-effectively extend a consistent self-service experience across messaging channels, while maintaining control of both data and security. In doing so, Nina for Messaging increases customer satisfaction by creating personalized, effortless experiences that allow consumers to conduct business quickly and easily.

The market momentum speaks for itself – message-based customer service will rapidly represent a quality experience. But this shift doesn’t need to represent added cost to the enterprise. Fifty-nine percent of consumers agree that automated self-service options have improved customer service, according to a recent Wakefield survey. Nina for Messaging is designed to provide the self-service experiences your customers want, on the new channels they prefer.

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Winter is coming: Three member engagement trends to act on in 2016 so you don’t get buried
Payers should prepare for exchange openings with new approaches to customer service
Up2Drive, a division of BMW Financial Services, uses a virtual assistant called Assist to provide a personal, immediate solution for self-service.
Confused about buying a car? Just ask Up2Drive
Empower buyers with a web-based virtual assistant
Use data to streamline IVR design and improve the customer experience.
Use data to streamline IVR design and improve customer satisfaction
Say so long to the dreaded response: “I’m sorry, I can’t understand you. Please try again.”
Dynamic and personalized prompts allow callers to embrace natural language conversation in the IVR.
Dynamic and personal prompts encourage natural conversation for callers
Nuance Conversation Engine test reveals customers speak naturally with automated systems
The printing press, and now intelligent self-service brings automation to an outdated system.
The printing press and now intelligent self-service automate the enterprise
Can humans and automation co-exist in the call center?
Proactive communication and effortless, conversational self-service experiences go a long way toward ensuring responsible borrowers feel valued by their mortgage servicers.
Does a focus on at-risk borrowers put mortgage servicers at risk?
Ensure responsible borrowers are valued by offering effortless, proactive customer service
A tsunami of 11.7 million members enrolled in health plans through the nation’s health insurance marketplaces during the past open enrollment period and health plans are wrestling with the needs of their new customer base to increase satisfaction and retention.
Keeping up with the “new wave:” How exchange-enrolled members are changing the game
11.7 million members help modernize health plan customer service
2015-TCPA-ruling-impacts-for-call-centers
2015 TCPA ruling: What’s changed
Part 1: A layman’s reading of the FCC’s recent ruling
The Australian Tax Office (ATO) is easing the burden on customers and its agents by deploying voice biometrics in its call centers to reduce call times with a secure, fast and easy way to verity customer identity.
ATO finds the key to easing the burden on customers and its agents with voice biometrics
Voice biometrics technology cuts average agent handle time by 45 seconds
Drive competitive advantage with customer experience leadership.
How to become a customer experience leader
Creating positive customer experiences to drive competitive advantage
Consider changing customer expectations and technology advances when building your business case for customer care.
Making the business case for multi-channel customer care
How multi-channel care and customer expectations have changed business case development
Text messaging provides a cost-effective way to connect with customers on their preferred channel.
Mastering the text messaging customer experience
Text messaging as the channel of choice to engage consumers cost effective
Helping companies drive new innovations to meet heightened consumer demands for superior customer experiences is critical.
Leading the innovation game: How managers can drive customer experience innovation
Nine ways to foster innovation internally
Customers want proactive, anticipatory customer service to help them avoid issues.
BizMisconnect: Combatting forgetfulness with proactive reminders
Deliver more meaningful customer experiences with anticipatory customer service
The future of the call center will blend the right mix of agent support and intelligent automation technology.
Creating call center nirvana with the right mix of agent support and smart technology
What can be done in today’s call center to take a big step toward the future
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