Depending on the channels and settings, messaging can bring a host of benefits. To meet customers’ needs and expectations, companies using Salesforce CRM should be interconnected with SMS/MMS, email, Web Chat (Salesforce Chat), Facebook Messenger, WhatsApp, WeChat, and Viber. The same report states that email, online chats, messenger apps, and text/SMS are the fastest-growing communication channels among digital customers. It is expected to continue growing in 2022. According to the State of the Connected Customer Report, 56% of customers preferred engaging through digital channels in 2020, while in 2021 this number reached 60%. These new models require changes in commercial software-primarily, augmenting its technical capabilities to connect with popular messengers. Likewise, customers are emailing sales reps and opening chat sessions to get inbound service. Instead of interacting face-to-face, vendors are now reaching customers through messages and emails. All opinions expressed are my own.The restrictions during the COVID-19 quarantine boosted the growth of digital communication. *I will receive tickets in exchange for this post.
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