Within a messaging app like WhatsApp or Facebook Messenger, customers can receive instant visual feedback, such as typing indicators and status updates that tell them whether their message has been sent, read, or delivered.
Customers especially value speed and convenience, and rich messaging apps are expressly designed to provide both. Compared to SMS messages, which rely only on text and can be easily dismissed, apps can provide more dynamic experiences for customers. Within a messaging app like WhatsApp or Facebook Messenger, customers can receive instant visual feedback, such as typing indicators and status updates that tell them whether their message has been sent, read, or delivered.
Since each of these solutions involves customer interaction, live chat software integration can help improve engagement across each of these. For example, an email marketing integration with live chat software enables users to embed a live chat button in the body of the email, which allows people to start a text conversation directly from the email. Also, live chat software integration with a content management system allows users to add a live chat button to their website.
Before sending a reply, especially a text message, customer service agents should pause to consider the other options at hand. If a customer calls in about a technical problem, you may want to direct him or her to provide an email address so you can send detailed instructions with helpful images. If a customer emails you about rescheduling, point them toward your fast and easy text scheduling capabilities for the future.
From the customer perspective, it feels like one, continuous conversation with the company. From the customer service perspective, that could mean logging into many different systems to communicate with customers. Many companies are working hard to achieve it while simplifying the contact center agent experience at the same time.
Many companies are subscribing to the philosophy that more channels are better. Most choose to make contact through whatever channel they perceive best meets their needs for the specific task. So, limit your customer service channels to the ones you can support well.
Granted, these are bigger process flows with potentially more decision trees, but all doable with standard Salesforce. In summary, messaging as a channel offers a lot of unique opportunities that other channels do not. If you manage a call center it is worth your time to step back and look at your interactions and see where messaging may be a good fit. Where it might be able to assist with deflection and where the conversational approach may be a good option for your customers.
The last use case is really an expansion of the automated messaging use case. All you need to do is build a bot or use a rd party bot and you can have agentless conversations. A great example of this is if you want to cancel an order.
When you have a larger business, significant numbers of shoppers will abandon their shopping carts. More people will read an instant message before an email than the other way round. When shoppers have checked out of your store without making a payment for items in their cart, you want to catch them as soon as possible.
As messaging platforms have evolved, so has the smartness of the automation tools at your disposal. You can now do ten times more without it involving ten times the work. What you should automate largely depends on how big your list is.
Note: Contacting people that have not given you consent to do so, is against the terms and conditions of this platform; even though, it is technically allowed. It is mandatory to obtain active opt-in consent from your users before sending them any form of messaging. We strongly advise against sending users unsolicited messages and spam. Doing so violates our terms and conditions.