As the traditional contact centre morphs into the multi-channel customer engagement hub, consumer expectations of communicating at any time, from any place and through any medium, are only increasing. Instant Messaging (IM) is now one of the most popular methods of conveying information and it figures prominently in millions of customers’ personal lives.
However, IM adoption within organisations is often limited and siloed, with some businesses even outsourcing their web chat functions. Incorporating IM alongside traditional contact centre functionality can be challenging, as allocating high-value agents to service web chat and other forms of communication, such as email and voice, can impact efficiency and service quality. Implementing a separate team to handle IM enquiries can create siloes of information, while outsourcing IM to third-party providers risks consistency and even brand damage.