Making the move to Messaging | Community Event

Описание: The community recently hosted an event covering the process of shifting to Messaging. Here we reviewed the differences between live Chat and Messaging, highlighted the strengths Messaging has over live Chat, and provided tips and tricks on how to prep and plan for a successful launch. We were also joined by Steve Lacoss from Dorm Room Movers, who spoke about their experience making the move and how it has benefited their business.

Time Codes:
00:00 Introductions & Agenda
02:45 Tips for planning and preparing for the move
03:20 What's the difference (Chat/Messaging)
05:20 From single session to ongoing conversation
06:05 Planning your messaging rollout
07:00 Fast resolutions and personalized conversations start with the Agent Workspace
7:33 Complete the checklist to see if you should upgrade
8:33 Understand what messaging can (and can’t) do
10:05 Understand how migrating to messaging impacts Chat settings
10:52 Plan your Messaging rollout
11:02 Map out the desired conversational experience
13:35 Design your bot-driven conversational experience
17:12 Identify the impact, organize check-ins, and create a solid communications plan
19:06 Operational Considerations
19:15 Top 3 considerations to get ahead of
19:58 Workflow considerations for ongoing conversations
22:55 Workforce Management & Staffing
25:05 KPIs & Reporting
27:25 Customer spotlight: Dormroom Movers
28:37 Doorroom Movers, About us
31:41 Doorroom Movers, What we built
34:10 Doorroom Movers, The biggest change when moving to Messaging
35:35 Doorroom Movers, What was our agent's response?
36:55 Doorroom Movers, What was the customer response?
40:15 Q&A
40:30 Doorroom Movers, How long did it take you to make the shift to Messaging & how do you measure ticket deflection?
42:05 Will Messaging eventually take the place of Chat or will be both options always be around?
42:40 Is it possible to route Messaging to a certain group of agents after a customer has a question regarding a specific product line/family?
43:22 Can you implement Messaging but treat it as a live channel?
44:22 Do you consider enabling proactive Messaging so we can proactively start chats with visitors?
45:20 How can we calm customer anxiety while waiting for an agent to respond?
46:20 What additional features will be available this year?
47:22 Is there a way to test Messaging without launching it out to all customers?
48:20 How did you develop a staffing model for your Messaging line of business?
50:44 What kind of roadmap can you provide that excites us about Messaging in the future? Are there any callout gaps in functionality being addressed?
53:00 Comming Soon!

Presentation Resources

Event Slide Deck: https://bit.ly/3KgGuep

Detailed Q&A Summary & Resource Index: (Comming Soon)

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