Whatsapp (47%) emerges as the most popular chat app used by customer service teams, followed by Google Chat (40%), Facebook Messenger (31%) and Instagram Chat (30%).
Research from chat commerce firm Clickatell has found that a majority of customer service teams are increasingly responsible for revenue. But these teams are also facing challenges in achieving results, with 95% of them saying their departments counter technological or process-related challenges.
About 43% of executives say their customers find their payment technology hard to use, and 41% find reporting and analysis as disjointed. While 96% of customer service teams are responsible for taking payments from customers, more than half of them continue using outdated processes like sending bills or invoices (60%) and accepting credit cards (53%).
97% of executives agree that their teams would benefit from using chat-to-pay technology. Among the organisations that do not currently accept chat payments, 48% intend to do so soon. Around 88% of respondents also agree that using chat channels for payments will help meet revenue goals.
[3 minute read]
