If there is one constant in the world of customer experience (CX), it is that it is forever changing. Concepts once considered best practices are usurped by new theories. Technologies that were revolutionary a decade ago are replaced by fresh innovations. The needs and wants of customers change, forcing organisations to change with them.
So it is that asynchronous messaging has cemented itself as a must-have for companies striving to deliver exceptional customer service in 2023. Where the pressure was previously on brands to offer live one-to-one interactions that had a defined beginning and end, today’s customers increasingly want to start, pause and resume conversational messaging on their own terms.
Be it via email, Facebook Messenger, WhatsApp, Twitter DM or SMS, they are happy to forgo a real-time response for the convenience of communicating when and where it best suits them. Then there are the benefits for the brands themselves – the ability to manage high contact volumes while cutting costs without cutting service.
Synchronous messaging is communication that requires both parties to be involved at the same time. Examples include phone, video conference or live chat and it is best suited for simple conversations that can be solved in one sitting or with one agent.
Asynchronous messaging happens sequentially, with participants typically reading and responding to messages based on their own schedules, in their own time. By not needing to engage in real-time, it is more convenient for both customers and customer service staff and better for navigating complex issues that require more investigation or further insight.
With studies showing 89% of companies compete primarily on the basis of customer experience1, little wonder an increasing number are tapping into the power of asynchronous messaging.
Forbes has reported that one in four customers across almost every industry are willing to pay up to 10% more if they know they will receive excellent customer service4. The path to delivering such an experience via asynchronous messaging can be achieved with a few simple steps.
Asynchronous messaging is creating an environment where a new breed of agent is required in contact centres. As opposed to traditional agents, ‘universal agents’ need to behave differently to ensure success and have specific skills and attributes to thrive as ‘conversation specialists’. This includes:
If you require further proof that asynchronous messaging needs to be a key focus for businesses, a Forrester study recently found that 69% of US adults communicate via messaging on a daily basis5. It is clearly ingrained in society and that should extend to how they communicate with brands. Now consider the same survey revealed only 19% of firms are actually using asynchronous messaging. That needs to change and is why your own journey to a better way of communication should start today.
From self-service capabilities to delving into the unknown world of the metaverse, contact centre executives have big goals lined up for 2023. Discover the CX trends that will transform the way businesses do CX during the next year.
1 75 Must-Know Customer Experience Statistics to Move Your Business Forward in 2022 (smartkarrot.com)
2 The impact of COVID-19 on customer experience (zendesk.com)
3 The Rising Demand for Asynchronous messaging - Bulb solutions (bulbtech.com)
4 Customers Will Pay More For This (forbes.com)
5 The Case For Asynchronous Messaging: Apple Business... | Forrester
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