Heads bowed, shoulders hunched over glowing screens—we all might be a little guilty of smartphone addiction, and mobile usage is only increasing. We’re in constant communication with one another, and over the past few years messaging apps like Facebook Messenger and WeChat have become commonplace. Of the 10 most globally used apps, messaging apps account for 6.
With consumer messaging apps on the rise, businesses have begun to connect with customers on yet another channel. According to Gartner, “By 2019, requests for customer support through consumer mobile messaging apps will exceed requests for customer support through traditional social media.”
Serving up customer support through customer messaging software can deepen your brand’s relationship with customers. On the customer side, messaging apps provide an immediate way to connect with your business and get a response.
Here are three ways your business can benefit from connecting with customers over consumer messaging apps:
No matter where they are in the world, messaging apps offer your customers unrestricted communication options. Unlike SMS, which often incurs charges, your customers can still reach out privately via messaging apps and receive a timely response without worrying about cost. That means happier customers, and happy customers mean a happy bottom line for your business.
Move customer queries from public to private
Giving your customers an easy option to reach your business privately not only decreases their likelihood of publicly tweeting a complaint, it also offers a space to exchange sensitive information, like delivery details. With a more private outlet for customer interactions, your business can thoroughly help customers while simultaneously saving brand face.
Increase first contact resolution with chatbot integrations
According to Gartner, artificial intelligence is a top trend for 2017. With the help of chatbots, your business can better manage workflows and automatically respond to customer requests via messaging. Chatbots can help point customers to the right information, helping them self-serve and ultimately allowing your support agents to focus on the issues that require a human touch.
If you’d like to learn more about the benefits of messaging apps, we’re sharing complimentary copies of Gartner’s Top Use Cases and Benefits of Consumer Messaging Apps for CRM report for a limited time.
Top Use Cases and Benefits of Consumer Messaging Apps for CRM, J. Sussin, 3 August 2016.