How businesses are holding conversations with customers

By forc­ing both busi­ness­es and cus­tomers to embrace dig­i­tal tech­nolo­gies, the pan­dem­ic com­plete­ly trans­formed con­sumer behav­iour and expec­ta­tions. The way organ­i­sa­tions com­mu­ni­cate has need­ed to change accord­ing­ly. Now they sim­ply have to be more con­ver­sa­tion­al – most­ly through social media mes­sag­ing chan­nels – to gain hard-won loy­al­ty. Instant mes­sag­ing chan­nels, such as What­sapp and Face­book, are no longer sim­ply for chat­ting with friends and fam­i­ly. Now they offer a quick, easy, and safe chan­nel for cus­tomer ser­vice too. But are busi­ness­es keep­ing pace, and are con­sumers sat­is­fied?