3 facts that will change your Contact Centre in 2017
November 2, 2016
There’s a massive upheaval going on with how businesses provide customer service. How will the changes impact the Contact Centre industry?
1. We are entering the Messaging app era
In the ‘80s it was the computer, in the ‘90s, the internet. In the 2000s came the smartphone, in 2010 it was apps and then the rise of social media, and we’re now entering the Messaging app era. Current research shows that most apps are used only once or twice after being downloaded, the most common exception being Messaging apps such as Facebook Messenger, Whatsapp and Snapchat. Global research confirms this, showing 80% of online time is spent on just three apps: Facebook, WhatsApp and Google.
2. Australians have adopted Messaging in their millions
Messaging apps surpassed the top social media apps as of Q4 2015. They are fast becoming our second home screen and the statistics are staggering. 900 million Facebook Messenger users worldwide. 700 million people using Wechat in China. In Australia, 32 billion messages in a year and 10.5 million users, of which 3.4 million use Messaging as their primary form of contact. It’s clear that Messaging apps have well and truly arrived.
3. Facebook Messenger wants us to build better customer service

Chat bots are here

Facebook launched chatbots in April 2016???, and there are currently over 18,000 bots on the platform. Updates are frequently released, leading to increased conversational and engagement capabilities. Combined with research that shows Australians are catching up to the rest of the world in Messaging app usage, an opportunity for innovative marketing and customer service is now presented before you

What does this mean?

In the Contact Centre industry, we can leverage Messaging apps and take full advantage of chatbots which introduce an effective method of simple virtual assistance. Canadian telco company Rogers Toronto experimented with Facebook Messenger as a customer service channel in October 2015, with great success. In eight weeks, call volumes dropped by 13% and internal customer satisfaction scores rose by 65%. With the continued development of chatbots on the Messenger platform, it’s only a matter of time before they’re able to resolve the bulk of customer queries, further adding to the effectiveness of the channel.

Why Chatbots?

Chatbots heighten the customer experience and raise the emotional connection with a brand – and those benefits are just the tip of the iceberg. Consumers are already comfortable on this platform and embrace the consistent personal service experience chatbots deliver. With lower costs and increased customer satisfaction, the opportunity is enormous.
What can On Message do for you?
On Message works with businesses seeking an innovative edge in their ongoing challenge of reducing costs and increasing customer satisfaction. If you’d like to see more research and gain greater insights into the economics of Messaging and chatbot integration, please get in touch. We’ll come in for a discovery session and show you how we can add value to your business.