How a unified inbox helps manage all your messaging channels
Back in the days when you were managing customer service, you only had to pick up the phone. In the 1970s, email was invented and slowly but gradually that got adopted to a new channel to communicate with and service customers. Around the 2000s live chat for websites was introduced, whi c h was quite revolutionary in the way that customers communicate with brands. Moving forward a few years to 2010, we had the era of social media kicking in. The number of messaging channels expanded rapidly, followed up by a period of “for Business” accounts in the last few years. This enabled businesses to have 1–1 communication with their customers via social platforms. Looking at the near future, and in particular what is called web 3.0, the expectation is that more messaging channels will occur and they will appear faster than before. Since the number of channels to communicate with customers has already exploded, providing great customer service and offering a unified experience across those...