IBM predicts that by next year, 80% of all customer service interactions won’t need human interactions. While this sort of chat can help a human agent respond to various inquiries at once, artificial intelligence is upping the ante in the form of chat bots. They’re shopping and talking to businesses as well, and businesses are starting to talk back. 2 Customers continue to expand their use of mobile technology they’re not just talking to their friends or browsing social media. Ninety-four percent of businesses received chat queries from mobile devices in 2017. It can be sent from a website or over a mobile carrier in fact, live chat via customers’ phones is becoming increasingly popular. Live chat is essentially text messaging, but from an enterprise perspective. 1īusinesses can use Signal Protocol in their chat development to ensure that their client’s information is properly encrypted, thus protecting it from prying third-party eyes. What’s more, customers are responding positively, with 38% saying that they are more likely to buy from a business that offers live chat support.

Live chat allows for communication over web and mobile channels, giving companies the ability to offer the service that customers demand.

Phone calls, while still an important tool for outreach, are considered stone-age technology by younger generations email is passive, easy to ignore, and quickly becoming outdated.įortunately, there is another choice that both uses technology and retains the human touch that customers crave. For businesses that want to keep a competitive advantage, this means being accessible in ways they may have not considered before.

This technology is also a two-sided blade because there is an assumption that everyone is available twenty-four hours a day, seven days a week. Mobile phones give us the ability to talk to anyone, anywhere.

Signal chatting