Chat > Texting, Emailing, and Calling
Over the past year, we've seen a significant increase in users preferring chat interfaces / applications over texting, emailing, and of course, the dreaded phone call. We've seen key players like Facebook and Lyft create their own messaging features within their native mobile apps to great success.
According to Gartner, "by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human."
So how can you leverage this trend to your advantage? To start, try integratingchat features into your sales or customer support services. There are many third-party applications out there - we really like LiveChat. It's easy to set up and allows for a hybrid human / bot experience.
Tips for using chat:
- Embrace humanistic language and interactions
- If using a chatbot, reduce the learning curve by providing guided calls to action and use context to anticipate the user's needs
- Remember what makes chat so effective: simple, easy, and fast
- Always make it easy for users to give feedback
For a full overview on chat interfaces and best practices, check out our "Chat as Interface" presentation here: https://iterationgroup.attach.io/Hkcjn3rn.
"What's Next for Texting?": Yossi Langer's Presentation at Inman Connect SF 2016
Last month, Yossi Langer, presented "What's Next for Texting" at Inman Connect's 20th year anniversary conference in San Francisco.
Inman Connect is a premier real estate technology event that is attended by thousands of influential real estate leaders each year, including some of our clients: CoreLogic, ShowingTime, Clareity, & more.
If you missed Yossi's talk or want a refresher, you can sign up for the full presentation slides and user interview notes here: http://iterationgroup.com/inman2016. We'll also post the video as soon as it's released.
Special thanks to the Inman Connect team for allowing us to speak and putting together such a successful event!