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.