Although SMS accounts for less than 1% of inbound interactions, for many companies it is a vital part of proactive outbound customer service, often used as confirmation or reminders. It does not require the customer to own a smartphone, so it is quite a democratic and ubiquitous channel.
Uniquely, social media has taken off as a customer service channel as a result of customer demand, rather than businesses’ enthusiasm for promoting a cheaper service channel. The customer trend has grown so rapidly that, according to Twitter, the number of tweets directed at leading B2C companies grew 2.5 times in a two-year stretch.
With the addition of our new product TouchAssist, TouchCommerce virtual assistant offering, we want to back up a little and take time to explain the basics of what virtual assistants are. Once you see how they work to deliver efficient yet effective customer care, you'll catch our excitement over the new opportunities our clients have.
By Bernard Louvat, President and CEO, TouchCommerce
“Human interactions are declining with the rise of digital channels and will become a rarity and more valuable. Therefore, if you can apply human interaction at a defining moment for a customer, it will have a far greater impact.”(Gartner)