Our ability to communicate using complex language is unquestionably one of our greatest achievements as a species. In our ever-changing world, it appears that our love for communication has seeped into the digital world with communication platforms such as Whatsapp surpasses 1 billion daily users.
In light of this, it is becoming increasingly clear that conversations across communication platforms like these are the new norm. For the business world, this is the new goal, to perfect channels of communication like the ones we hold in our everyday personal lives. And the incentive is there as the rewards for succeeding in this space appear to pay off.
For example, The LEGO Group previously introduced a Messenger service called Ralph last Christmas to help consumers and shoppers navigate their way through the vast number of products and settle on a perfect gift.
The company quickly found that consumers and shoppers were spending longer than anticipated with Ralph and wanted help with more than just present selection. This encouraged LEGO to dig deeper into what Ralph could do.
“The time people spent engaging with Ralph, looking outside of what we call key buying occasions, meant we are now turning it into an always-on presence,” states Eleni Karamalegkou, Director, Social Media Centre of Excellence at The LEGO Group.
When we look at statistics regarding the popularity of communication platforms, or live chat platforms, we can understand why Ralph was so successful. According to J.D. Power, live chat has become the leading digital contact method for online customers, as a whopping 42% of customers prefer live chat compared to just 23% for email, and 16% for social media or forums. Yet, surprisingly, only 9% of companies use live chat on their websites.
To get a better understanding of the companies which are pioneering these methods of communication, here are three of the most promising conversational platform providers according to CIO Review.
Everyware is a technology company redefining payment processing and customer engagement. The company’s global payment solutions integrate payment options with two-way text communications. This immediate text receipt opens communication between buyers and sellers to mitigate refunds and chargebacks.
“I knew that once text messaging became a preferred method of communication, customer service businesses like call centers would need the means to adapt,” states Larry Talley, Founder and CEO of Everyware.
“The platform enables agents to handle multiple conversations simultaneously while reducing hold times to keep customers happy”
LivePerson makes life easier by transforming how people communicate with brands. LiveEngage, the company’s enterprise-class platform, empowers consumers to stop wasting time on hold with 1-800 numbers and, instead, message their favorite brands just as they do with friends and family.
“Using 20+ years of conversational data, we can build AI to drive any kind of customer interaction,” states Alex Spinelli, Global CTO of Live Person
ApexChat provides a complete turnkey chat platform which businesses can leverage to engage with their customers and prospects.
“Today, the average American spends 26 minutes texting as opposed to 6 minutes on voice calls per day,” highlights Ashhad Syed, co-founder and CEO of ApexChat.
“Quick Reply predicts customer’s queries and presents responses so that they can chat on mobile seamlessly”
Disclosure: This article includes a client of an Espacio portfolio company