The Key to Incredible Customer Experiences Comes From Controlling Communications at the Core
Date: Thursday, April 27 at 11am PT / 2pm ET
Omnichannel customer contact may seem accommodating, but it can lead to fragmented communications. To provide robust communication, including text, voice, images, and real-time video for calls and live streaming, it’s ideal to have only one channel, and the best place for that is in your own app. Going beyond simple chat messaging opens doors to customer engagement and retention.
Increasing app downloads is great, but daily engagement, dwell time, live interaction, and conversion metrics reflect true success.
In this session, we’ll explore what a robust customer interaction suite looks like, how metrics reflect success, and how to integrate real-time communication into your app to reduce the cost of legacy channels like SMS offered by traditional Communications Platforms as a Service (CPaaS) vendors.
About the Presenter:
Howard M. Cohen, Sr. Resultant, The TechChannel Partners' Results Group
Howard is a 40+ year executive veteran of the Information Technology industry who today writes for and about the IT channel. He’s a frequent speaker at IT industry events that include Microsoft Inspire, Citrix Synergy/Summit, ConnectWise IT Nation, ChannelPro Forums, Cloud Partners Summit, MicroCorp One-On-One, and CompTIA ChannelCon, frequently hosts and presents webinars for many vendors and publications.