“The Advantages of Incorporating WhatsApp, Telegram, Messenger and Live Chat into Your Contact Center: A White Paper by ICR Evolution”

Today it is known that instant messaging channels are the channels most used on a daily basis by millions of people. A recent study showed that 7 out of 10 consumers feel more connected to the company if they can send messages. However, these channels are currently only used by 30% of companies.

ICR Evolution is a developer company software Omnichannel for Contact Centers. In recent years, they have detected that the instant messaging (live chatWhatsApp Business, Telegram, Facebook Messenger) is becoming increasingly important in the mix of communication routes offered by the contact centers.

Why is this so relevant? Because they are the most used channels in the daily life of thousands of people around the world. Regardless of age or geographic location, the use of instant messaging applications has become popular and is already part of everyday life for millions of people. At the same time that customers are incorporating new communication channels, Contact Centers begin to integrate these channels and improve the ones they already had.

The goal: to be where customers are. However, there is still a misalignment between the contact channels offered by the companies and the priorities of the clients, which translate into new opportunities to work the customer experience. The reality that can be seen is that, today, customer contact preferences are very different from those still offered by companies. This means that it is a great opportunity for those who know how to bet on changes at the right time to differentiate themselves from the competition.

If you have taken the determination to take the first step towards more open and immediate communication with customers, you must know that there will be challenges to overcome, but also opportunities that must not be missed.

ICR Evolution has created the white paper “Challenges and opportunities of instant messaging”

You will find an overview of the current technological situation in the Contact Center, questions to ask yourself before incorporating new channels and good practices that will help in the process. It can be downloaded for free here.

Acerca de ICR Evolution

ICR Evolution has a successful track record developing software omnichannel for Contact Centers that improves the experience between organizations and their customers. The main objective is to make these relationships more agile, simple, efficient and, ultimately, more productive. From its headquarters in Barcelona it operates internationally, focusing on the European and American markets.

EVOLUTION, el software of the brand, is today one of the solutions for call y contact centers most complete, an innovative and truly omnichannel solution, which includes the services of WhatsApp, Twitter, Facebook Messenger, Telegram, live chat, chatbots/voicebots, email and voice. More information at icr-evolution.com.