How would you choose to engage with a brand for help? Some of us may look up and call the 1-800 support number, but most others would pull out their smartphones and find a way to message the brand directly.
Welcome to the world of conversational commerce. Consumers want all interactions with a brand – from shopping to getting their questions answered – to happen with ease from anywhere. In addition, brands that experiment with new channels will ultimately see happier customers. According to Sapio Research, 63% of consumers who have used direct messaging to contact a brand report they were very satisfied/satisfied with their experience.
Lithium has been working with Apple during their beta process, and today we are excited to announce our support for Apple Business Chat. Lithium’s integration with Apple Business Chat includes the ability to:
Monitor incoming conversations
Filter, prioritize, tag, and route those conversations for response by an agent
Respond to conversations
Analyze sentiment, agent performance, channel performance, etc.
“Great customer service today is really about creating great customer engagement,” said Lithium CEO Pete Hess. “Today’s consumers expect a convenient way to interact with brands without waiting on hold or expiring chat sessions. The ease of messaging a brand directly and personally, through Apple Business Chat, is a crucial way brands build loyalty and trust. Being there for customers whenever and wherever they want to connect with you is an absolute necessity for businesses who wish to survive.
We’re excited to add Apple Business Chat as another channel for brands to provide exceptional digital customer care. Please contact your Lithium Account Representative representative for more information on integrating with Apple Business Chat.
Learn more about integrations with Apple Business Chat here. Or check out our press release announcing this integration here.