Conversocial Blog Why Does Engagement Through Messaging Matter to Customer Experience Executives?

Smartphones have given modern consumers a bigger voice than ever. They’ve also given forward-thinking brands the opportunity to provide a more joined-up personalized experience for their customers. By casting off, or at least relying less heavily on, legacy channels such as phone, email or live chat, CX professionals can keep track of a customer’s journey across their entire lifecycle. The asynchronous, device hopping nature of messaging channels mean 1:1 customer/brand relationships are possible, and often demanded by the consumers themselves. They allow engagement to be effectively tracked at every touchpoint, providing untold opportunities to build informed interactions based on past experiences, preferences and needs. The interactions aren’t isolated or ticket-based, they’re part of a broader way of thinking when it comes to managing CX.