Swisscom says Apple Business Chat is good for business…
Well, it turns out Apple Business Chat is good for business, at least, according to telecoms provider Swisscom, which has seen customer interactions quadruple in just six months since installing the system.
Contact is everything
It’s not just that the company is experiencing more contact, it’s also that it now delivers industry-beating 80% first contact resolution, the company said, observing the success of the move proves customers are moving to different communication channels with brands.
“Our customers are shifting their preferred communication methods from traditional voice services to messaging,” said Rolf, Product Manager at Swisscom.
“They expect to be able to connect with us just like they do with friends and family. We recognize that with support for messaging apps, we can meet our customers where they are.”
Swisscom uses a solution called Genesys Messaging for Apple Business Chat to make its business available on Apple’s system. NPS scores up 10 percent since the system was deployed six months ago.
There’s some interesting insight into the deployment, also.
It seems Swisscom deployed Apple Business Chat with support in two languages across four locations in just weeks.
This was part of a wider move to adopt the Genesys Customer Experience Platform, which has enabled the company to get into the trendy omnichannel game.
“Our employees now have a 360-degree view of the customer across all touchpoints and can deliver more personalized service,” said Neukom. “That was hard to accomplish with traditional communication channels.”