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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Learn What Customers Want – and Don’t Want – in a Customer Experience

In a world full of choices, what customer service practices will ensure your customers stay loyal? What practices are likely to cause churn? Find out in this Nuance research paper.

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Lynn Ridenour

About Lynn Ridenour

Lynn leads the solutions and channel marketing efforts for the Nuance Enterprise Division. She enjoys engaging with customers, learning about their businesses, listening closely to understand their challenges, and exploring how they are optimizing their customer care experiences. Lynn has spent more than 20 years working at the intersection of marketing and innovation. She’s a veteran of several venture-backed companies in the telecommunications, software, Internet and clean technology industries.