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Defining and Using Asynchronous Messaging

White Paper Published By: Genesys
Genesys
Published:  Jun 13, 2018
Type:  White Paper

In todayís digital world, the messaging and texting that have become a prominent part of most peopleís lives are a form of asynchronous messaging.  These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency.

Asynchronous messaging has become so ingrained in consumersí lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customerís timetable.

To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context.

Download this white paper to learn about:

  • 6 benefits to asynchronous messaging in B2C customer experience and operations
  • Incorporating asynchronous messaging into your unique business needs
  • Functional and architectural requirements to effectively leverage asynchronous messaging in your customer experience strategy



Tags : 
customer service, operations, asynchronous, messaging, customer expectations