Millions of customers use messaging apps such as Facebook Messenger or WhatsApp to keep in touch with friends and family, yet when it comes to customer service and support, their first instinct is still to pick up the phone. Part of this has to do with long ingrained behavior, but the other part has to do with the fact that many businesses have not yet embraced messaging as a channel for engaging customers.
In today’s world, it makes little sense to pick up the phone every time you need to contact a company, which....

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