Key Trends In Enterprise Messaging For 2017
In this contemporary digital era, most business entities understand the importance of having an enterprise chat application for regular usage and support. Mobility is the key, and establishing a competent channel for chatting seamlessly with clients, partners, colleagues and agents has become a trade necessity now.
Interacting properly with all concerned parties is pivotal to augment output and results in a business scenario. Without effective communication, it is impossible to run a unit successfully, as accurate transmitting is vital for getting work done in every single aspect.
However, with the world modifying in many ways—and new technological innovations and revelations always seeing the light of the day—the trends of businesses interacting with its clients are also evolving regularly.
Let us understand the various enterprise messaging and chat that can we expect in the future, as we step into the New Year.
1. Companies will chat with customers over several mediums
Businesses want to talk with their clients in several ways and channels. In truth, they will want to open up dialogues in whichever way the shopper is comfortable to engage in. Companies, hence, can take the opportunity to interact with platforms like Facebook, Messenger, WhatsApp, Live Chat, and Telegram, etc.
Using these platforms more regularly can seriously help an agent or a business team to serve its client base in a much faster way. Internally too this would be beneficial to your executives, and your colleagues too would be able totalk via these options in a much more optimum way. Real-time communication is also possible if you, for example, chat with your buyers via WhatsApp or messenger. Never though this trend to ‘add up’ is not a new fascination, but the hype of putting in new platforms would definitely continue in the New Year.
2. Expect the use of conversational commerce
Conversational Commerce is also on the rise, and by next year, we are quite confident that the system would become ubiquitous for most companies to use and to optimize their interaction strategy. The technology totally depends on using natural language inside a messenger app. The process also uses the traits of voice emitting assistance software like Alexa, Siri, and Okay Google.
With it, your shoppers can directly talk to businesses and make orders, ask questions, and get solutions. The technology can also link up with your company’s customer support system in order to provide the best possible care. With the blend of artificial intelligence, instant messenger apps, and mobility factors, the conversational commerce project has become quite popular. And, because of people’s wish to use smartphones more, the whole procedure, because of it, becomes easier and faster.
3. Enhancement of AI and VR
Commercialization of AI has been on the cards for a long, long time. But, AI has always fallen short of practical cognitive and human perception abilities, and hence, has never featured completely as an interaction tool.
However, with recent developments— in the field of emotional perception, deep learning, and facial recognition—interaction with AI can become more useful and effective.
It is the same with VR or virtual reality. Companies are now exploring the possibilities of offering the best interaction feature to the users with the help of the innovation. VR is penetrating other industries too, apart from gaming and entertainment of course, and entities want to use for enhancing customer interaction and experience for a better and much deeper service.
3. Using Emojis to portray your feelings
The number of emojis used on twitter messages by big brands rose around 15% from last year: Socialbakers.com. If you want to effectively engage and cosy up with your shoppers, then you can also add a dash of pictorial emotions to the mix. Emojis is a very smart way to interact with your audience, albeit in a very informal but peppy style. Most chat applications allow you to use emojis and even regular ‘chatters’ use it for making personal messages more impactful.
Companies also want to portr ay the same personalization through their interaction in chats and, hence, using emojis like smileys does the trick. For instance, you and your team can use Twitter emojis to show your enthusiasm. Since the usage of the emotion is growing day by day, you can expect more brands to illustrate their messages with the help of smileys or even put up emojis only posts for viewers.
Agents are looking at unique and new methods to reach out to people, and that’s why do not be surprised if they take interacting with emojis to another new level from 2017 onwards.
Businesses want to talk the language that customers understand and like to hear on an ordinary basis. In fact, they even want to utilize the same medium that the shoppers love to browse on, just to be contemporary. You can expect the same thing in the year 2017, as companies will do their best to stay trendy and in the loop.
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