Messengers for business: profitable for the company, convenient for the clientUseful | 5 minutes on reading
Messengers audience is growing rapidly. Messaging apps monthly used by more than 5 billion users worldwide.
According to Business Insider, top four messaging apps (WhatsApp, Facebook Messenger, WeChat, and Viber) have more monthly active users than four major social networks.
Each of us uses at least one messenger. This is so familiar and convenient channel of communication that people increasingly prefer to communicate in a short message mode not only with friends and colleagues but also with brands.
According to Google, 65% of consumers choose to write brand messages, instead of calling. And this number is growing.
Considering the size of the audience and its desire to use messengers for communication, global brands have begun to implement messaging apps in their marketing and sales strategies actively.
For example, the Hyatt hotel uses Facebook Messenger as a channel of customer support. Since the users were able to communicate directly with the company through the messenger, the number of message requests has increased twenty-fold, Hyatt said.
KLM Airlines uses WhatsApp to allow passengers the receiving registration confirmation, boarding pass and flight status updates. Also, users can contact the KLM support 24/7 simply writing a message in WhatsApp.
The advantages of using messengers for a company
Messengers have many advantages over phone calls or emails. What bonuses will your company receive using them to communicate with customers?
1. Lower costs
Using messenger to communicate with the client, you save financial, human and time resources. First, the use of messengers is completely free. Secondly, instead of five people on the phone, you’ll need only one (maximum two) employees who’ll respond to customer messages. You also save time, as a telephone call can be delayed for an infinite amount of time, and texting suggests a brief conversation.
You can communicate with the customer after he left the site. You only need to open a dialogue and inform about the availability of the desired product or offer a related product. You can also instantly send links, attachments, and geolocation, which will take much longer in an email, and on the phone, it’s completely impossible.
3. Ability to know the customer
With the help of messengers, you can see the information about the customer, which can’t be received by phone or in mail correspondence. For example, Facebook Messenger will let you know the age of the client, where he lives and what is he interested in. Analyzing the profiles, you will define your ‘customer persona,’ which will strengthen the advertising setting and other marketing processes.
4. The possibility of a delayed response
The messenger combines the real-time mode and the possibility of a delayed response. On the one hand, you receive a message from the client instantly, on the other — you can respond after a while, without losing a potential buyer.
5. Direct feedback
If a customer has a question or suggestion, he can quickly write a message. He doesn’t need to hang on the line or write an email, and then wait for the response. In case of the negative experience of using the product, the client will probably write to you, instead of an angry review in social networks, if he understands that you will get in touch quickly.
The advantages of using messenger for a customer
Communication in messengers is convenient not only for you but, first of all, for the clients. And satisfied customers guarantee your business success.
Messengers allow clients to ask the question immediately, as soon as they have it. If composing an email or calling a person can postpone or forget about it, writing a message is a matter of a minute. The client doesn’t need to waste time waiting for a free operator or being constantly on the site.
The client can write to you anywhere and anytime — at a meeting, in transport, during a party. Also, he checks the messenger more often than the email. To write a message or read your answer, he needs to spend a minimum of time and effort.
3. Psychological comfort
A client communicates in the messenger with his friends and colleagues daily. Texting on Telegram, Viber or Facebook Messenger is communication “on the territory” of your customer. He can afford less formal dialogue than in the email or on the phone.
4. Choosing the right time
The customer can reply to your message at any time convenient for him. Unlike a phone call, where he needs to decide right now, or emails about which a client can simply forget, the conversation in the messenger will remain in his messenger until he makes a decision.
5. Always there
Communication with the brand occurs in the most frequently used application. The client can easily start a conversation and get answers to his questions or make an order, as well as re-open the chat to clarify the details.
mssg.me: All messengers in one service
To use the advantages of messengers to communicate with customers as conveniently and effectively as possible, we created a service that allows you to collect all your accounts in one place.
To do this, you should:
– register on mssg.me
– create your online business card
– connect the required messengers
– put your link in Instagram profile and set up widget on your website
If you have any questions – say “hi” to our customer support.