What Is The ROI For Instant Messaging Interactions?

Published on Dec 03, 2019 at 3:00 pm in Blog

Find out the ROI for instant messaging interactions of Altitude Xperience contact center to be sure that you’re making a wise investment. The way we communicate is changing constantly, but instant messaging is here to stay.  “4 out of 5 consumers send mobile messages at least daily, while nearly half also use Facebook Messenger and a further third use other messaging apps daily.” Source  Instant Messaging communications are asynchronous enabling customers to connect with companies at their own pace and time, maintaining conversations ongoing despite the time, and starting off right where the conversation stopped, regardless of the time that has passed.

ROI for instant messaging interactions has the following benefits:

Cost benefits

  • Reduction of costs due to the cheaper prices for text messaging
  • Increased efficiency due to the merge of mobile and online chat.

Revenue benefits

  • Increased productivity due to agents being able to handle multiple chats
  • Increased profit by connecting directly with customers and prospects with a tap from their smartphones and tablets when they reach out to your products and services.

Other benefits

  • Increased customer satisfaction due to customers being able to get assistance with their issues at their own pace
  • Improved customer experience due to enabling customers to resolve issues from any location, on any device, at any time.

You may be interested in the ROI benefits for the following Altitude Xperience contact center suite modules:




Campaign/agent scripts

See here how you can achieve a high and quick ROI for Altitude Xperience contact center software modules!


Celia Cerdeira

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