WhatsApp (coming to Gorgias in Q4 2022!). Some examples of conversational messaging channels include: Which support channels count as “conversational”?Ĭonversational support channels include any one-to-one, instant messaging conversations. Let’s get started with why it’s important for businesses to offer SMS customer service. In this guide, we’ll discuss how your business can implement or improve SMS support and other conversational channels in your customer service strategy. That’s why customer service messaging is one of many recent customer service trends shaking up how ecommerce and D2C businesses offer support.Ĭertain messaging channels, like Facebook Messenger, Instagram or Twitter DMs, and especially SMS are also much better for “on-the-go” communication, since most people always have their mobile phones and can usually reply to text messages quickly. For customers, SMS texting or direct messaging (DMing) with a support agent feels much more convenient and casual than slower channels like email or phone support. Customer service messaging (also known as conversational customer service) is a powerful way to elevate the customer experience and delight customers beyond their expectations.
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