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From Cases to Conversations: What Service Leaders Need To Know About Messaging

Featured Speakers:

Peter Chung, Director, Product Management, Salesforce
Patrick Schanze, Lead Solution Engineer, Salesforce

Today's customers want support on their terms: available 24/7 and on their channel of choice, with the flexibility to choose when it’s most convenient to engage. Yet 53% of businesses don't believe they make it easy for customers to handle their issues1. While live chat has existed for decades, it no longer holds up to today’s expectations. It’s more important than ever for businesses to shift to modern messaging channels that offer the rich conversational experiences that customers demand.

Join us to learn how Service Cloud’s new Messaging for In-App and Web can help service organizations meet customers where and when it matters most. We'll also discuss:

  • Why messaging has evolved from a “nice-to-have” to a business imperative
  • The benefits of messaging to the agent and customer experience
  • Best practices on how to integrate messaging into your omni-channel strategy from agent staffing to measuring success

Source: Insights From 2022 Gartner Customer Service and Support Priorities Poll, 2022


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