We use cookies for a better user experience. Read our Privacy Policy
I AgreeConversational customer engagement software is a substitute approach to ticket-based customer service, which uses the customer records and database and not the incident as the center of action. This facilitates omni-channel customer service which prioritize the tickets on the basis of identity and a history and enable customers to interact with and be identified by the software, using any channel at any time.
The need for customer retention and customer satisfaction across industries around the globe has increased. Conversational customer engagement software enables human interaction and leverages automatic customer lookup and customer query with skills-based agent which helps in achieving customer satisfaction. This, in turn, is driving the global conversational customer engagement software market.
Conversational customer engagement software has reportedly increased the efficiency of companies. The ROI with respect to investment has increased with conversational customer engagement software. Adoption by SMEs and startups to handle queries via advance digital technology has also increased, which is driving the growth of the conversational customer engagement software market.
Integration of conversational customer engagement software within an enterprise is expected to hamper the workflow system for short term period . This is because regions such as Asia Pacific, Middle East & Africa, and South America still use the conventional or traditional system to co-ordinate with their customers. The deployment of conversational customer engagement software will impact the revenue for the short term and this would indirectly impact the demand for conversational customer engagement software.
In terms of region, the global conversational customer engagement software market can be divided into North America, Europe, Asia Pacific, South America, and Middle East & Africa. North America is expected to dominate the global conversational customer engagement software market during the forecast period, due to availability of low-cost labor in the region.
The COVID-19 pandemic is expected to adversely impact the global conversational customer engagement software market for a short-term period. This is because the demand for products and services has reduced drastically, due to lockdown. This, in turn, has resulted in decrease in customer queries and customer engagement processes.
Conversocial
Established in 2009, Conversocial is highly focused on integrating and simplifying the communication between a brand and its customer by combining human agents and bots in a single platform. In 2019, the company acquired Assist, a leading enterprise chatbot platform, providing its customers with an advanced, integrated experience across bot and human agents.
The global conversational customer engagement software market can be segmented based on:
Based on deployment, the global conversational customer engagement software market can be divided into:
Based on industry, the global conversational customer engagement software market can be classified into:
Interested in this report?
Get a FREE Brochure now!
*Get Brochure (PDF) sent to your email within minutes
N/A
Complete the form below and we'll get back to you shortly.