How conversational messaging outperforms the dialler by 3x

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Duration:  35 mins

The dialler has long been the stalwart of the contact centre. Designed to maximise efficiency, the automated outbound dialling process that connects customers and agents on the phone.  The dialler does a specific job, and many say that it does it well - saving agents time and effort in trying to have phone calls with customers.   

However, times have changed, and the effectiveness of diallers on their own can be called into question. As hard as it was to get customers to talk when a phone call was the only way of interacting, this is becoming harder and harder as customers have moved to messaging.

Customers are living in the digital world and are so in tune with their mobile devices that they are more comfortable responding and engaging via a messaging channel like SMS and WhatsApp. And with that, conversational messaging has come to the fore businesses are having more and more outcome-driven customer conversations.

If the goal is for the business to connect with customers and have meaningful conversations that result in a positive outcome,  whether that is a payment, securing a promise-to-pay, or rearranging terms a dialler just can’t compete with messaging performance.

In this 35- minute webinar, we will look at how:

• Conversational messaging works and what it is
• Side-by-side performance comparison of messaging and the dialler 
• ‘Dialler + agents’ is not the same as ‘messaging +agents’
• To get the best out of both working effectively together