Scaling digital messaging to improve customer care

2-minute read

Snapshot

A regional company was facing growing pains as they expanded their customer service messaging capabilities. Working with Logic20/20, they improved infrastructure scalability, implemented AI-driven tools, and launched one of the first Apple Business Chat integrations—resulting in better agent productivity, faster service, and higher customer satisfaction.

The cost of inconsistent messaging

The client had begun using SMS messaging to engage customers, but their infrastructure couldn’t keep up. Incoming messages—often containing sensitive data—were dropped or delayed. The customer care team was overwhelmed, and service quality was suffering. They needed a scalable, secure, and efficient solution to improve response times and protect customer information.

Rebuilding infrastructure to support modern messaging

We began by assessing the client’s architecture and developing a proof of concept to demonstrate scalability improvements using microservices and industry best practices. Our team, composed of cloud architects and Java developers, designed a solution to handle large volumes of streaming data while maintaining flexibility for future enhancements.

As trust in our partnership grew, so did the scope of the engagement. About a year in, the client approached us with an urgent request to integrate Apple Business Chat (ABC)—a direct-to-customer messaging tool embedded in iOS. This opportunity aligned perfectly with our roadmap to expand digital care channels. Collaborating closely with the client’s app team, we delivered one of the first-ever ABC implementations within six weeks.

To further support the client’s evolving needs, we introduced artificial intelligence and machine learning tools. Our team implemented natural language processing (NLP) to predict customer intent from the first message, built real-time AI models to support personalized service, and created machine learning models to distinguish between current and prospective customers. These capabilities enabled faster routing to the right agents and quicker resolution times.

The wins: faster answers, happier customers

With Logic20/20’s support, the client dramatically improved their customer care experience. Customers can now connect with service agents through a variety of messaging channels, including Apple Business Chat, social platforms, and asynchronous smart agents. Simple queries are resolved instantly through automation, while agents focus on complex issues—now with access to complete conversation histories across channels.

Key wins include:

• Faster issue resolution and reduced agent workload
• Ability to manage multiple conversations simultaneously
• Improved data visibility and compliance
• Higher customer acquisition and retention
• Increased customer satisfaction (CSAT) scores

Liz Gillette is a director of Digital Transformation at Logic20/20. She is responsible for overseeing complex engagements, ensuring delivery excellence focusing on best practices and standards, and growing talent within the technology organization.