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SEASON 1:Message Me! The Rise of Private Messaging for Customer Service

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SESSION 8

Message Me! The Rise of Private Messaging for Customer Service

Dimitri Callens, Director, Product Management

Digital customer service has accelerated this year, with organizations adding private messaging to the list of ways they engage with customers. It makes sense to meet customers where they are – on the go, on their mobile devices! Engaging with customers on private messaging is different from other channels. It can be real-time or asynchronous (unlike phone or live chat), linked to customer records (unlike chatbots and social media), supports the real-time exchange of videos and photos, and is the preferred channel by most consumers. In this session, we will discuss messaging app trends and offer tips and advice for creating a viable customer engagement program over private messaging with Clarabridge Engage.