Challenges and opportunities of instant messaging in the contact center

A recent study showed that 7 out of 10 customers feel more connected to the company if they can send messages. However, these channels are currently only used by 30% of companies.

This means that we are facing a great opportunity for those companies that want to raise customer loyalty and differentiate themselves from their competitors.

Do you have a contact center but still have questions whether you should incorporate these channels? Find here the challenges you will face and how to solve them.