Customer service messaging - Transform the customer mobile experience

Engage your mobile customers on their terms.

Smartphones are everywhere – which means your customers can do business anywhere. Nuance Customer Service Messaging helps you deliver a seamless and secure brand experience.

Bring intelligence to life™

Messaging done right

Worldwide mobile and tablet internet usage exceeded desktop for the first time in November 2016*. As your customers reach for their mobile devices more often, be ready to engage them across mobile channels – mobile browser, SMS, branded and messaging apps – with a seamless customer experience.

Be there for your customers in their mobile moment of need. Nuance Customer Service Messaging helps you deliver an effortless engagement that ensures an immediate response to any enquiry your customers may have, while enabling them to connect with you on their terms. Connect the dots for your customers by integrating automated and human-assisted conversations happening in messaging apps like Apple Business Chat and Facebook Messenger, via SMS or inside your app into your omni-channel strategy.

Nuance makes it easy for you. Our platform ensures a consistent engagement experience for your customers through any channel they choose. Integrated analytics are powered by AI to deliver measurable insights along the entire customer journey.

Enable messaging and authentication for both text and voice based engagements for higher customer satisfaction and lower contact centre costs.

* Stat Counter Global Stats

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Messaging done right white paper

Messaging Done Right white paper

Four customer service messaging best practices for seamless omni-channel engagement.

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ContactBabel: The Inner Circle Guide to Mobile Customer Service

ContactBabel: The Inner Circle Guide to Mobile Customer Service

Read this report examining the customer experience across mobile websites, smartphone apps and other channels.

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Benefits

Messaging+

It is important for your customers to engage with you on their terms. Nuance Customer Service Messaging combines real-time and asynchronous interactions, automated and human assisted engagements, voice biometrics authentication and much more to deliver an always-available assistance for high CSAT and reduced contact centre costs.

Simple authentication

Instead of having to remember and type passwords or PINs, Nuance mobile technology allows your customers to authenticate themselves by simply talking to their smartphone or taking a selfie.

Strong brand experience

Nuance can help you deliver the same design experience on desktop and mobile browsers, SMS and mobile apps, building a stronger brand and a more trusted interface with a personality your customers are already comfortable with. Simplify the way your customers engage with your brand through designs that work within the limited real estate of a smartphone.

Move callers to digital

Organisations can blur the lines between channels and eliminate silos across their customer service experience by connecting phone and messaging channels for effortless interactions between agents, consumers and self-service.

Products

How to succeed in an “always-on” world

Digital mobile engagement

Your customers are always connected via their mobile devices. Provide the service they expect with automated and human-assisted engagements designed for mobile moments. By making it easy for your "always-on" customers to connect via text messaging, your branded app, SMS chat and messaging apps, you’ll create more AI powered engagement opportunities with your brand for inbound and outbound interactions.

On-the-go service – Nina virtual assistant

Nina brings the natural ease of voice control to your mobile apps and transforms them into powerful engagement tools that enable simple self-service. Don’t make your users have to navigate through multiple menus and screens to get what they need from your app. Instead, empower your customers to say commands or ask questions – then instantly deliver the right feature or information.

Mobile messaging with live assistance

Enable true engagements between you and your customers. Messaging channels are integrated into our omni-channel platform to create a seamless customer experience. This allows you to treat every incoming message in a channel-appropriate way while your customers enjoy the liberty of engaging with you whenever and however they want.

IVR to Messaging

Nuance IVR to Digital is an innovative solution for contact centres that optimises the IVR experience by helping targeted callers move seamlessly from traditional phone calls to a messaging experience with a virtual assistant or human agent.

Unmatched security – Nina ID

Add an unmatched level of security and fraud prevention to conversations within messaging apps. Our platform allows your customers to automatically authenticate by using a simple spoken passphrase, such as “My voice is my password”. Validating mobile app users by using voice is more secure than passwords and PINs, increases authentication rates and provides a much easier login process for customers.

Nuance mobile solutions in action

Watch people react to the amazing capabilities of Nina Mobile.
Learn why ING The Netherlands is using Nina ID voice control for its mobile banking app.

Resources

Case study
  • Dixons Carphone case study
    Read how Dixons Carphone delivers award-winning customer service by ramping up live helpdesk functionality for desktop and mobile browsers.
White paper
Video
Data sheets
eBook

Webinar on demand

Learn how Nuance Customer Service Messaging can help you connect with customers, anywhere and everywhere.

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