Trend 2: Empowering Conversations

The rise of conversational experiences hinges on the concept of fluid, seamless service.

What do we mean by conversational experiences? When consumers reach out to a business, they want an interaction that is fluid and natural, an exchange in which they’re in the driver’s seat. That can take many forms, such as being able to move a conversation to a new channel—say, from messaging to a phone call—or having a discussion stop and then resume with a different agent seamlessly. Importantly, customers want help that doesn’t interrupt their current task.

 

As Zendesk discovered, business leaders have begun to recognize how conversational experiences will become the new normal in customer service. And for these forward-thinking leaders, there’s a measurable payoff that will come with providing conversational experiences: stronger relationships with customers. Given how a single unsatisfactory interaction with a business will often drive consumers into the competition’s arms—and the cost of acquiring customers can also harm the bottom line—developing conversational experiences will become paramount.

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