The Messaging Shift CX Leaders in India Can’t Ignore
If your support channels still mean SMS, email, and a call queue, you’re already behind your customers. See how AI-enabled rich messaging is becoming the defining channel for customer engagement in India in new research from Boston Consulting Group, commissioned by Meta.
In India, 80% of consumers want businesses to communicate the way friends and family do, and 78% say they trust a business more when they can exchange messages. Enterprises in high-adoption markets report a +25–30% uplift in CSAT and NPS when using rich messaging for customer support.
The report shows how leading teams move from one-off service bots to connected messaging journeys that keep context in a single thread, improve bot-to-agent handover, and turn updates and issue resolution into relationship-building moments.
Download the report for the customer service insights to raise satisfaction while reducing avoidable effort.
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