Why Customers—and Companies—Are Embracing Asynchronous Business Messaging

Presented by

Rob Lawson, Google; Dan Miller, Opus Research; Gerry Woodburry, Columbia Sportswear; Nidhin Varghese, [24]7.ai

About this talk

Asynchronous business messaging was already transforming customer service before Google Business Messages joined other popular channels such as Apple Business Chat, Facebook Messenger, and WhatsApp—and even before the COVID-19 pandemic drove customers from stores to online. It’s easy to see why. Meeting customers wherever they are - whenever they want - works. For customers, it means less effort, greater flexibility, faster/earlier issue resolution, and improved overall satisfaction. For companies, it means strengthened customer loyalty, broader use of automation, the ability to handle increased volumes, and increased agent satisfaction. Presenters: Rob Lawson, Global Partnerships, Google Rob evangelizes the Business Messaging ecosystem through partnerships with brands, bots, CSPs and mobile operators. Dan Miller, Lead Analyst and Founder, Opus Research Dan founded Opus Research in 1986 and helped define Conversational Commerce through consulting engagements and by authoring scores of reports, advisories and newsletters addressing business opportunities that reside where automated speech and natural language processing leverages Web services, mobility and enterprise software. Gerry Woodbury, Director of Customer Care, Columbia Sportswear North America Gerry is an experienced contact center leader. While customer service and technical support is his primary expertise, Gerry has been able to leverage his experience in engineering, fraud & risk, learning & development, and process improvement to drive large scale implementations to solve consumer and business problems. Nidhin Varghese (NV), Director of Strategic Alliances, [24]7.ai NV is Director of Technology and Strategic Alliances at [24]7.ai. NV’s background in contact center strategy & customer engagement platforms has made him instrumental to [24]7.ai’s messaging transformation consulting practice.

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