Conversational Messaging

Embrace Messaging to create better customer experiences

Messaging helps you create better customer experiences, and it is one of the only CX technologies that simultaneously lowers cost, increases employee productivity, and improves customer satisfaction. Unlike web-based chat that occurs in a pop-up screen where both parties must be logged in, messaging is asynchronous, meaning you don’t need to stay in a dedicated session to send or receive messages. Messaging takes the idea of web chat, simplifies it, and moves it to where consumers already spend their time – on their phones. According to Martech Today, a whopping 58% of customers text businesses that aren't even set up to respond. Is your brand truly ready to meet customers anywhere, and at any time? Gain a competitive edge with TTEC’s Humanify® messaging platform, strategic program designs, seasoned conversational designers, and universal associates.

Strong messaging channel implementation can improve
associate productivity, attrition rates, CSAT, and sales

2x more efficient
associates

Reduction in associate
attrition rates

20% boost
in CSAT

4x increase in
sales conversions

What We Do

Many may think messaging is chat, it’s not. Messaging is a text-based, two-way personal conversation that occurs on a mobile device or platform like Facebook Messenger, WhatsApp, SMS text messaging, or within a brand’s app. With 100 billion messages sent on WhatsApp, Facebook Messenger, and Instagram every day, and 15 million texts sent every minute, is your brand ready to meet customers where they already are?

Conversational Messaging

Apple Business Chat

Increase market share with Apple Business Chat. Make it easy for customers to talk to you via Apple Business Chat. The platform's rich messaging capabilities, enable your brand to showcase products, process transactions, schedule appointments, and more, all through a secure encrypted channel — directly in Apple’s Messages app

Facebook Messenger

Facebook Messenger for business enables you to capitalize on your social presence and engage right when your brand is top of mind, enabling you to have meaningful interactions with your customers. With Facebook Messenger, you can be available to be part of the conversation rather than pushing them to an 800 number on your website.

Command consumer attention and conversation on one of the most dominant communication platforms in the world. Send quick value-add notifications, prompt viral social media campaigns, and provide full-fledged customer service and support to 1.5 billion people across 180+ countries.

SMS

Text messages are opened on average 98% of the time and over half of customers preferred text over any other means of communicating with customer service. TTEC can help you leverage the power of asynchronous messaging, offer your customers the convenience of texting with your brand, and boost CX.

Outcomes View all Case Studies→

Utilize conversational messaging to improve
customer experience and contact center KPIs

95% CSAT score from customers who
utilized messaging, higher than
prior CSAT on other channels.
See how → Read Case Study

4x Messaging sessions handled
concurrently, compared to rate
of a regular chat channel.
See how → Read Case Study

35% Of voice contacts successfully
deflected to messaging, which
lowered overall wait times.
See how → Read Case Study

Message and chat associates
at whatever scale you need

Enable conversations anytime,
anywhere, and on any device.

We can provide message and chat specialists, 24/7, so you can send and receive messages to your customers on their schedule. Increase customer loyalty, NPS, and share of wallet utilizing our universal super associates and chat features to engage with your customers through messaging channels. We offer global scalability with nearshore, offshore, and on shore talent solutions, while ensuring speed to implementation.

Omnichannel engagement across
all customer touchpoints

Provide a seamless and consistent
single point of communication

TTEC is messaging experienced, and we can provide a seamless and consistent single point of communication. Our universal super associates have mastered every omnichannel interaction, are equipped to handle all levels of complexity, and can seamlessly pick up and route conversations across channels.

See the power of
Messaging in action

View Messaging Demos →Watch videos now →

The
ultimate
business
case
for
implementing
messaging

Improve CSAT and agent productivity.
Do you have the message?

Trends Report

The ultimate business
case for messaging

Messaging is a preferred channel for real time consumer conversations on mobile phones. CX leaders understand the many benefits chat and messaging have over voice calls, but only a handful of brands offer it. What gives? Messaging and SMS text platforms helps you create better customer experiences and customer service, and it is one of the only CX technologies that simultaneously lowers cost, increases employee productivity, and improves customer satisfaction. Read this white paper to learn why messaging is an essential channel and next steps on how to add and optimize it in your company's contact centers.

Get the Trends Report →Download now →

Ready to unlock the power of
conversational messaging?

Let's get started

Messaging is one of the only CX technologies that simultaneously lowers cost, increases employee productivity, and improves customer satisfaction. Learn more in this trends report.

Conversational Messaging

Deliver hyperpersonalized communications with built-in scalability, allowing customer service associates to quadruple the number of interactions they can handle.

Omnichannel Orchestration

Conversational
Messaging

Improve utilization and optimize interactions
by rapidly deploying AI-enabled conversational
messaging channels to deliver hyperpersonalized
communications with built-in scalability.

Embrace Messaging to create better customer experiences