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Chat & Messaging Should be Considered in Your Contact Center Partnership

How long can you go without using your smartphone? A study showed that more than 50% of teenagers under 18 years of age said they couldn’t go more than a day without using their smartphone, according to an article by Vipin Jain. Since such a high percentage of teens are so reliant on smartphones to chat and do research, companies would be wise to invest in optimizing their websites and customer experiences for mobile platforms. Mobile platforms and apps allow for very specific targeting to enable companies to make strategic plans. This makes sense for current strategy, but also to be prepared for the near future when this demographic starts having a larger impact on the economy. Jain’s article says that the following app segments can be the most lucrative for companies:

  • Chat & Messaging
  • Social Networking & Dating
  • Photo Editing
  • Gaming & Entertainment
  • Learning & Reference
  • E-commerce
  • Digital Wallet

Chat & Messaging Should be Considered in Your Contact Center Partnership

Over three quarters of teens under 18 have smartphones and over 50% of teens under 18 say they can’t be without from their phones for more than a day. Mobile devices are needs for a majority of people, and they’re an extension of the people who use them.

Within the next 10 years, commerce will be even more geared toward smartphones and tablets, especially with mobile-optimized websites and mobile PPC and SEO optimization. Companies should follow this queue with their contact centers and make sure they’re providing communication options for chat and SMS (texting/messaging).

Contact centers are set up to take an omnichannel approach, so companies owe it to themselves to take advantage of that service. Many people in the Millennial generation and Generation Z don’t use their phones for the traditional purpose of taking and making phone calls.

They were brought up in an era with instant messaging, email, and live chat support, so many of them are naturally inclined to take a preference toward digital correspondence. Since these generations are beginning to have major purchasing power, it’s wise for companies to add chat support and messaging into the mix.

Call centers in the United States, as well as nearshore and offshore locations, can deliver quality customer service through live chat support and messaging (SMS, social media messengers, etc.). Depending on the location of your contact center outsourcing partner, it can be very easy to ensure 24/7 coverage so that customers can get instant acknowledgment no matter when they reach out to your brand.

Don’t miss out on helping your customers. Meet this growing trend toward non-voice preferences head on instead of avoiding it. Contact centers already have the means to help you, so it’s worth trying out these digital channels when there’s potential for solid ROI.

This blog post is based on an article from CustomerThink. To read the original article, please click here! 

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