00:00:00 Introduction
00:03:20 Messaging Evolution
While SMS led the market, it is now often replaced by WhatsApp and Viber. Global preferences vary, though SMS remains strong in North America. Integrating multiple platforms is essential for seamless communication.
00:06:20 Multichannel Engagement
Consumers prefer interacting with brands across several channels. Approximately 73% engage with businesses on multiple platforms, and two-way communication via chat apps enhances service quality and loyalty.
00:09:13 Continuous Improvement
Brands must constantly innovate and refine their communication strategies. WhatsApp is effective for urgent updates, while Viber can help expand internationally. Adaptability and responsiveness are key for the future of messaging.
00:11:53 Trust and Reliability
Consumers trust brands using reliable platforms like SMS and WhatsApp. These platforms reinforce trust as part of a multichannel strategy, fostering sustainable company growth through dynamism and innovation in messaging.
00:13:38 Importance of Personalization
Personalization elevates customer engagement, but privacy boundaries should be respected. Businesses must clarify how they will use customer data.
00:15:06 Balancing Personalization with Privacy
It’s important to follow regional messaging regulations. Personalized messages should be balanced with user needs, and customer interactions with messages should be carefully considered.
00:17:09 Regional Messaging Trends
WhatsApp is popular in Europe but less so in North America, where two-way messages support customer service. Rich Text Messages (RCS) allow for more detailed interactions.
00:21:12 Importance of Real-Time Communication
Real-time communication is increasingly vital for consumers. Businesses should incorporate this into their CRM systems, consolidating all channels in one place for customer convenience.
00:23:58 Retaining a Human Touch
AI can assist, but human involvement remains crucial for problem-solving. AI should be trained with a human approach to improve customer interactions.
00:25:31 Messaging and AI Integration
AI helps ensure no message is missed, but messages should remain informative. AI may evolve, but for now, it’s important to show human oversight in messaging.
00:26:26 Challenges with AI Usage
AI tends to be “Americanized,” necessitating adjustments. Human intervention is still necessary for tasks like greetings, with a team dedicated to future AI messaging improvements.
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The Telco Growth Conference is hosted by HeyInnovations, a premier digital product agency specializing in mobile network operators (MNOs) and beyond. For more information, please visit www.heyinnovations.com/industry/telecom