Customers have always hated to repeat themselves when it comes to interacting with a company. In the past, however, it was often necessary (particularly if the customer chose multiple channels through which to contact companies). Knowledge was essentially siloed in each channel, and agents didn’t always have the intelligence they needed to successfully and quickly complete a transaction. Often, if support software offered multiple messaging channels, agents still had to navigate through various interfaces and keep track of all their conversations, which added time and cost and risked conflicting or repetitive conversations. This was true in both business-to-consumer (B2C) as well as business-to-business (B2B) support.
To better enable B2B customer support continuity, TeamSupport last week announced the launch of two new messaging channels, Google Business Messages and WhatsApp, to help businesses extend their reach and enhance customer support without adding complexity to their systems and workflows. Through these integrations, businesses can increase their customer support volume and interact with customers, in real-time on the channels they prefer, according to TeamSupport. Businesses can also use live chat messaging channels to reduce sales cycles and increase lead volume. Offering a variety of messaging channels ensures a smooth and personalized customer experience, which is appealing to visitors new and old alike.
The new messaging channels are fully integrated into TeamSupport's live chat software, making it easier for businesses and agents to manage their channels in one place. Businesses can now provide opportunities for engagement through SMS-to-chat, web, WeChat, social media, Google Business Messages, and WhatsApp, all from a single platform and interface – making it easy for agents to manage their customer interactions.
"Today's customers expect seamless and immediate responses across various channels," said Casey Vick, Product Marketing Manager at TeamSupport. "We are thrilled to offer these new messaging channels to our customers, empowering them to enhance their support, accessibility, and expand their reach through these widely used global platforms. We're confident that these integrations will not only improve their customers' experience but also increase efficiency, customer satisfaction, and loyalty."
Edited by Alex Passett