The world is changing every day and this is becoming more and more visible. From working in an office to working from home, the rise of crypto currencies, from sobriety to nothing is too crazy and so is the world of customer CX. Customers both B2C and B2B expect more and more, it must be better, it must be an experience, and above all it must be faster and therefore more efficient. Is anything the same anymore? Yes, all these points can be applied to both people and businesses.
In this blog we will explain how WeSquare can help companies to become more efficient by using an Add-In for Oracle Service Cloud, in other words; Messenger Integration!
What is messenger integration?
With the Messenger Integration add-in, you integrate Facebook Messenger, WhatsApp, Telegram, WeChat, LINE, Apple Business Chat, and many other messengers with your Oracle Service Cloud CRM.
Why you should use Messenger Integration
J.D. Power states that live chat has become the leading digital contact method to create the optimal customer experience for online customers, as a staggering 46% of customers prefer live chat compared to just 29% for email, and 16% for social media. The main reason given by 78% of those who prefer using live chat is the ability to get their questions answered quickly, while they keep their operations running.
For who is messenger integration?
The messenger integration add-in is highly recommended to organizations that want to exceed their customers’ expectations by offering them a more mature, private customer experience (CX) as you handle all service requests directly.
The benefits of Messenger Integration
The greatest benefit of Instant Messaging in the workplace is that it allows businesses to communicate with their customers in real time, and to service them directly.
USER-FRIENDLY AND CONVENIENT
As a real-time communication channel, Instant Messaging is not as intrusive as when you’re using a phone. It enable your customers (as well as yourself) to communicate with each other while doing a number of other things.
LARGER EMOTIONAL IMPACT
Express more emotional information than written text using emoticons.
SEND AND RECEIVE ATTACHMENTS
Send and receive any type of attachments such as photos, videos, audio files, location and documents.
As an experienced and trusted Oracle Service Cloud partner, we are happy to answer any questions remaining, or to help you improve your Customer Experience! Call us at +31 853 012 993, or click here to visit our website. We are looking forward at the opportunity to create just the perfect situation for you. Together we can make your (online) business a success!