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Digital Engagement Blog

The Problem With Chat Solutions

Traditional chat solutions create a CX that’s essentially a phone call with typing instead of talking.  It’s a strictly linear experience tied to a single session that begins and ends on a single device.  That may be a good fit for a customer journey that follows a nice straight line, but that’s not how consumers buy anymore.

Digital Mesh

Consumers jump between a mesh of digital devices

Today’s digital consumers live their lives differently, and they expect to engage differently. 

Your Customers Are Digital

By 2020, mobile commerce will make up 45 percent of total e-commerce (BI Intelligence) and require a different strategy than today’s online web strategy.  On the service side, Gartner says 35% of all support will take place on a mobile device by the end of next year.

Today’s customer journey—particularly when purchasing— is a twisted, turning path that starts and stops at the whim of distracted, multi-tasking, device-hopping digital consumers.  If you want digital consumers to engage with you throughout their journey, it’s best to offer an experience that aligns with their natural behavior. 

Mobile has forever changed what we expect of brands. It's fractured the consumer journey into hundreds of real-time, intent-driven micro-moments. Each is a critical opportunity for brands to shape our decisions and preferences.”  (Google)

customer journey

Customer journey is non-linear, micro-moments

A different engagement strategy is needed to reach these consumers. Our goal with My:Time is to provide a digital engagement solution that enables brands, like yours, to improve conversion, acquisition, long term consumer satisfaction and loyalty with these digital consumers.

Digital Engagement With My:time

My:Time™ is the first messaging solution with a CX designed specifically to fit the behaviors of digital consumers.  One of the most significant sources of friction in the customer journey is the loss of context when a customer get distracted and interrupted.  It triggers frustration and destroys the continuity of the buying process.  It causes customers to lose interest and become distracted with the buying process.

To increase conversions and online sales, we believe reducing this friction in the buying process is the most important problem to solve.  This is the problem that My:Time addresses by creating a CX uniquely suited to digital consumers.

With My:Time, customers can engage your brand whether they’re shopping on a computer, tablet, or smartphone.  Conversations advance at the customer’s convenience, even if the customer is distracted or interrupted.  They can start a conversation, stop for any reason, and resume right where they left off—minutes, hours, or days later on a different device.

My:Time maintains context over time and across devices so distractions and interruptions cause minimal disruption to the buying process.  Chat cannot do that. 

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Topics: Customer Engagement Digital Context Mobile Engagement Customer Acquisition Digital Commerce