In-App Messaging Meets Customers Where They Are


In-App Messaging Meets Customers Where They Are

By Paula Bernier, Executive Editor, TMC  |  October 26, 2015

There’s a lot of talk right now about bringing products and services to customers where they are. That means if your customers are using Facebook (News - Alert), for example, you might want to engage them through that platform as opposed to making them go elsewhere. If you’re a B2B company, and your customers are users of the popular Salesforce solutions, it means you might want to integrate with those platforms.

In one of the latest examples of meeting customers where they are, Sparkcentral last month announced its In-App Messaging solution, which enables end users to access – and brands to provide – customer service via secure messaging via smartphone apps. In a recent interview, Sparkcentral CEO and co-founder Davy Kestens indicated this is the future for customer service. And he said that Delta Air Lines, Netflix, T-Mobile (News - Alert), and Uber are all users of the Sparkcentral CRM platform.

“As the uncarrier we are always looking for new ways to deliver the best customer service possible. With Sparkcentral we can reach our customers wherever they are and provide real-time customer support,” says Michelle Matson, director of social media services at T-Mobile.

Helpshift also offers in-app customer engagement platform. Helpshift last month announced Kevin Grant as its chief revenue officer, and talked about how it has exceeded it revenue growth goals since closing $10 million in funding last year.

There are, of course, several existing CRM-related chat solutions that have been available for some time. That includes the Live Agent solution from Salesforce, and LivePerson (News - Alert) with its LiveEngage mobile app.

In the Chat could also be considered a player in this space, as it has chat and text messaging capabilities. But in a recent conversation I had with In the Chat CEO John Huehn, he was emphasizing the company’s contact center call routing features, which leverage a text mining algorithm to route inquiries to the best skilled available agents.

Edited by Kyle Piscioniere
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