The expanding range of tools and platforms used for customer communications has made it increasingly difficult for enterprises to implement a consistent communications strategy across the organization.
With a wide range of platforms including marketing automation, CRM, customer communications management, social messaging, core transaction processing systems, websites and mobile apps, the number of tools, as well as the number of channels used to interact with customers, are increasing.
Imagine this — your car breaks down on the motorway and you need roadside assistance. You simply open Facebook Messenger on your phone, search for your insurance provider and send them a message asking for help. The system at the other end identifies you, asks you to share your location via the Messenger app itself and proceeds to find the nearest mechanic. You can then track their arrival time and in the meantime receive useful tips about how to stay safe, emergency numbers etc. – all within the Messenger app.