Albuquerque Journal’s Success with Messaging
Late last spring, The Albuquerque Journal implemented messaging for customer service on their website. They also started deflecting inbound IVR customer service calls made from cell phones to messaging. Of the callers offered messaging, 10% choose the messaging option for faster service. Containment averages 60%. If the messaging bot is unable to answer a subscriber's question, it seamlessly transfers the chat conversation to a live agent via skills-based routing, who can handle multiple conversations at a time. And just like with their IVR, messaging transactions (both chatbot and live chat) are recorded in the CRM in real time. The success is due to...
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