Asynchronous Messaging

What is Asynchronous Messaging?

Asynchronous Messaging is a communication method where participants on both sides of the conversation have the freedom to start, pause, and resume conversational messaging on their own terms, eliminating the need to wait for a direct live connection (aka synchronous messages).

People often send a message asynchronously when they do not require an immediate response from the recipient. Today, messaging is a communication channel most customers prefer to use not just with friends and family, but also with brands.

TTEC brings humans and technology together for a customer-focused, outcome-based messaging strategy that elevates both employee and customer experience while simultaneously lowering the organization’s cost to serve.

Additional Asynchronous Messaging Resources

• Conversational Messaging: Today’s customers demand real time, hyper-personalized, one-on-one communication, via their preferred platform. Delivering this kind of customer-centric CX requires a solution with built-in scalability. Messaging platforms can help companies improve response times to customer issues and provide better customer experiences.
• Top 5 Conversational CX Gaps in Messaging and Chat: We mystery shopped some famous brands, and here’s what we learned about their synchronous and asynchronous messaging experiences.
• Make the Business Case for Messaging: When customer's want to reach customer service they will often make a phone call or open a live chat window on the company's website. While these remain popular communication channels, more and more customers are gravitating to text-based messaging and asynchronous chat instead. And with messaging agents able to handle 2 to 3 times more volume than voice agents, at 30-50% less cost per contact, businesses can see great ROI.