4 August 2022
Conversational messaging allows for fast, asynchronous, personal communication between a business and its customers. Using a conversational messaging platform, you can create this seamless user experience – one that combines visual content with two-way dialogue in a messaging app setting that mimics a website.
Here are some top benefits a conversational messaging platform can offer your business.
- Helps to bridge the gap between customers and businesses
- Offers experiences tailored to individual customers
- Improves the overall customer experience
- Boosts internal productivity
- Allows businesses to scale with automation
- Makes omnichannel experiences possible
- Fosters cross-departmental collaboration
1. Helps to bridge the gap between customers and businesses
Today’s ‘always-on’ culture means that customers may seek advice and support at any hour of the day or night. A conversational messaging platform allows you to better cater to these needs. Customers can choose the communication channel most convenient for them.
For many, it’s likely to be text messaging. Not only do customers like the immediacy of messaging (no need to wait on hold!) but it’s also asynchronous. So, they can come back to messages whenever they have time.
2. Offers experiences tailored to individual customers
Everyone appreciates a personalised experience – it makes you feel special! But to create such an experience, businesses need access to customer data. A conversational messaging platform can integrate with your CRM system and analytics software, giving you easy access to the customer data you need to personalise experiences.
Think beyond greeting customers by their first name. These integrations allow your customer service team to easily view and use information such as purchase history, case details and preferences to:
- Personalise recommendations (this could be around products/services that may be of interest to customers or potential solutions to problems)
- Quickly pick up conversations even if the agent isn’t familiar with the case. This prevents customers from having to repeat the same things if their issue moves through triage and allows for cases to be resolved more efficiently
3. Improves the overall customer experience
Conversational messaging (with the help of the right platform) helps you ensure every customer interaction is engaging, every touchpoint is relevant and every experience is personalised.
This, in turn, creates a purchasing experience that your customers will remember. It helps to drive a deeper level of engagement that should see them become staunch brand supporters and lifelong purchasers.
4. Boosts internal productivity
Conversational messaging platforms can easily integrate with other software. This can help to centralise your processes and data, making it easier for your staff to access the right information at the right time.
By reducing the amount of time spent searching for data, your agents can focus on higher-value tasks, such as developing customer relationships, personalising experiences and building your brand.
5. Allows businesses to scale with automation
Considering that conversational can and should be used at every stage of the customer journey, it’s easy to think of the resourcing implications. Luckily, your staff don’t have to manage the entire process – thanks to automation.
If you find that there are certain queries that customers tend to ask (e.g. order status, payment status), why not allow a bot to manage them? Your chatbot can always escalate to a human agent if needed. This will help free up your employees’ time, allowing them to focus on more complex customer issues, while still giving customers the kind of one-to-one interaction they want.
6. Makes omnichannel experiences possible
If a customer has to switch between your company’s website, app and other channels to find a solution to their problems, this can cause friction. An omnichannel experience, where all of these points are consolidated into one, makes for a much better, more seamless overall customer experience.
With a conversational messaging platform, browsing and purchasing become far more effortless. In other words, the right platform will make it easy for your customers to complete a goal.
7. Fosters cross-departmental collaboration
Customer service is no longer solely about helping customers as and when they need it. Instead, it’s about guiding customers through their buying journeys, preemptively resolving issues before they occur.
For your customer service teams to take on a more proactive stance rather than reactive, they need easy access to key customer information. Not only from integrations but knowledge shared from sales and marketing.
The right conversational messaging app can make it easier for salespeople and marketers to add and update customer preferences and market trends, helping customer service agents view a more detailed picture of the customer. Thus, breaking down siloes between the three teams.
Learn more about conversational messaging and how you can adapt it for your business
Customer expectations are at an all-time high. It’s clear that product/service and price are no longer the top differentiators; the real competitive advantage lies in the quality of your customer experience. Conversational messaging and its one-to-one, asynchronous nature can be just the thing you need to stay ahead of the game.
In our ultimate guide to conversational messaging, we discuss the do’s and don’ts of this approach.
Discover best practices and how you can make conversational messaging work for your business by downloading the guide below.