Communications tech is powering the future of customer engagement.
Tools like Mitto Conversations are empowering the future of customer engagement through a highly accessible browser-based tool that enables omni-channel support. The ability to build more messaging touchpoints across the customer journey with unified tools, marketers, and backend agents means clients don’t have to supply those resources, and their consumers don’t have to struggle to find and get help. In addition to Conversations, Mitto has launched Google Business Messages, an innovative channel that customer experience teams can implement to engage customers directly where they are;within Google Search and Maps.
Available within Mitto Conversations or as a standalone integration, Google Business Messages now gives brands of any size an additional channel for consumers to initiate and receive timely support with zero friction. “Consumers have preferences when it comes to how they want to interact with brands today,” explainsMitto CTO, Ramon Kania.
“Our job is to build the technology that ensures businesses of any size can offer the communications channels needed to satisfy every expectation and, ultimately, increase their sales because of it”
The Google Advantage
Google Business Messages is a partnership with Google that allows consumers to engage with brands directly from Google products such as Google Search or Maps. If a user sets Maps to direct them to a particular home goods store, they can communicate directly with that specific store to inquire if the product they need is in stock. Users can also ask about additional services or delivery options. Ultimately the goal is to provide a robust customer service experience that will drive further engagement. Google Business Messages allows customers to reach brands without leaving the Google products they are already using. This eliminates the need to look up a phone number or go to a separate website for a live chat. The easier it is for the end–user to find the information they need immediately, the higher conversion rates will be for any given brand. Ultimately, an engaged customer is a valuable customer. The more touchpoints that both brands and consumers have to communicate, the greater the benefit these tools are for both parties.
The Future of eCommerce
The vision of Kaniais to open communicationstechnologies like Google Business Messages to more users and use cases by building tools into their increasingly expanding portfolio of dashboard solutions. Says Kania:
“We’re trying to make communication as seamless as possible for both our customers and their end–users,”
Ramon Kania
“The unified experience with Conversations is a tool that allows consumers to use their preferred channel to communicate with brands. It’s also convenient for the brands because it’s all in one interface.” In the United States, SMS is extremely popular and costs very little to support. That’s not the same in other markets where messaging apps like WhatsApp have much higher adoption rates. Mitto positions Conversations so global companies of any growth stage can have a medium to connect to consumers as efficiently as possible. Google Business Messages serves as an additional channel Mitto is providing for brands to increase consumer interaction. “There is a large, mostly younger, segment of consumers that use their phones as their primary access point to the Internet,” Kania continues.
“Strategically, brands will benefit more by aligning themselves with the method by which that emerging consumer base completes the bulk of their customer journey. Google Business Messages transforms commonly used apps into channels to communicate directly with brands to facilitate sales for a heightened unified experience.”
Mitto is leading the industry, with this as the exciting next step. By providing a pathway directly into Google platforms, a company’s digital presence can become ubiquitous. In an age where commerce can happen anywhere, Mitto is making sure their clients can be everywhere.
