More than 80 billion messages are sent every day via SMS, Facebook Messenger, and WhatsApp alone, according to The Verge. Add to that the hundreds of other messaging apps, and the numbers are staggering. And businesses are noticing that customers prefer the ease and immediacy of messaging for customer service. In fact, 64% of customers prefer texting over voice for service.

We’re happy to share a new case study to show how NCR, a company that leads the way in powerful point-of-sale solutions, is leading its customer service using conversational messaging with LiveMessage powered by Service Cloud.

Supporting small business on their preferred channel

As the numbers show, messaging is the preferred way that customers have conversations with friends and family. And small businesses, which must remain nimble to survive, have embraced mobile messaging as a key means of connecting with customers.

So when NCR wanted to support its newest product for small business, NCR Silver, company leaders embraced LiveMessage for their contact center. It allows them to deliver support on the channel that their small-business owners prefer, their mobile devices. 

Empowering agents and increasing customer satisfaction

NCR connects with small-business customers where they live, on their mobile devices. And because conversational messaging is integrated with Salesforce for Service, it gives the company’s agents the power to access the information they need across their organization. They can :

• Engage customers in real time, with two-way conversations for a more personal experience.
• Access sales, marketing, and service information from one platform, allowing them to be more proactive and productive.
• Instantly refer to previous conversations and customer histories for faster case resolution.

Speaking to the benefits of conversational messaging

The results of launching LiveMessage are astounding. NCR Silver was not only able to improve agent efficiency by 219%, company leaders did it without adding any new staff. And they saved 50% over the cost of voice calls using conversational messaging.

Their agents are working more efficiently, and their customers are thrilled that they can start a messaging conversation whenever they need to get answers fast.

We’re excited that NCR company executives shared their remarkable success with Salesforce LiveMessage powered by Service Cloud. To read all the details, get the case study now.