By Pinder Takhar on May 7, 2019 11:42:01 AM
Businesses are always looking for new ways to enhance their customer experience. Mobile is one of the places where consumers spend most of their time these days; therefore, it’s vital for businesses to explore the choices around mobile.
From recent discussions at events like MWC 19, Contact Call Centre Expo and IRX (Internet Retailing Expo), we’ve compiled a list of four key trends in mobile below.
1 – RCS for Richer Communication
RCS (Rich Communication Services) Messaging has been one of the most talked about topics in mobile. RCS offers a richer communication experience compared to traditional SMS. It enables brands to incorporate features like carousels, chip lists, videos and maps into their messages. More importantly, it also allows you to brand and track messages, so you can see if they were delivered or read, providing a true sense of engagement. Click here to watch a quick video demonstrating the capabilities RCS has to offer.
It is forecasted that by mid-2019 there will be 295 million monthly active users globally interacting with RCS, and by Q1 of 2020 that number will rise to a staggering 831 million a month! In terms of RCS coverage, the GSMA confirmed that Japan and South Korea are now fully RCS enabled and that many more countries, including the UK & USA, are very close to being fully enabled.
2 – Chatbots & AI for Smart Automation
With customer experience being a top priority, Chatbots (also known as a conversational bot) is another key topic of interest in mobile messaging. Chatbots are an automated customer communication service mainly used for customer care. They are becoming much more sophisticated by incorporating AI such as adding natural language processing (NLP) and machine learning.
The benefits of Chatbots is that it offers a 24-hour service; you get instant responses therefore rapidly reducing response times. A recent report by Gartner revealed that, by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. Chatbots are an excellent fit for many industries including retail, logistic companies and the banking/financial industries.
3 – Social Apps for Business Messaging
Social Messaging Apps like WhatsApp, Facebook Messenger, & LINE are being used for business messaging to provide a multi-channel messaging experience. Brands are exploring new channels for customer choice. These social messaging apps are offering businesses another communication channel for them to connect with their customers. One thing to note is that Apple Business Chat and WhatsApp are only allowing brands to use this for customer care type services (they suggest it’s for non-promotional messaging) currently, however, this may change in the future.
4 – Direct Carrier Billing Emerging in New Markets/Technologies
Direct Carrier Billing (DCB), is a mobile payment method, which allows consumers to make a payment by charging it to their mobile phone bill or deducting it from their pre-paid balance. We see new services such as video on demand and streaming services adding DCB as an alternative payment solution. One of the key benefits of DCB is that it has a 7X higher conversion rate compared to credit cards, and it provides a faster transaction and authentication process. With such high conversion rates, brands can see the opportunity DCB could bring, and a lot of interest is around whether DCB could be integrated within RCS messaging.
Example of a DCB Payment Flow:
These are the hot topics of interest from a mobile perspective as brands are keen to enrich their customer experience through the mobile channel further. It’s about understanding how these technologies are evolving and the business opportunities they offer.
We’ve worked with many brands to help them enhance their customer engagement through the power of mobile messaging. To find out more how mGage can help your brand too, then please contact us for more information at firstname.lastname@example.org.