Picture the modern day consumer, it could be that recent high-school graduate, looking to buy the latest smartphone, it could be that corporate mogul looking to invest in the next big thing, or it could be your local grocery vendor looking to find a more affordable supplier.
What do all these people have in common ? They all live in a fast paced, demanding world.
Today’s consumer is faced with a unique kind of problem, as opposed to the lack of sufficient information, they are faced with an abundance of it. With numerous communication channels and tonnes of information available, it can sometimes be hard for consumers to find the right answers to their everyday questions.
So what do they need ?
They need an effective, straight to the point communication channel.... this is where Instant messaging comes in.
In recent years, IM has become the fastest growing communication medium in history, reaching the 50 million user milestone in less than half the time it took email to do so.
Today there are over 1 billion people using Instant Messaging on a day to day basis. Applications such as WhatsApp, Telegram, Facebook Messenger and many more have revolutionized the ways in which people communicate.
In spite of this phenomenal growth, relatively few companies officially use IM as part of their overall communication strategy. Today we look at 5 reasons why your business should be using Instant Messaging, if it isn't already.
1. Resolve Issues Much Faster.
Instant Messaging enables the real-time dissemination of information. More often than not, when a client sends you an IM text, they will expect an almost immediate reply. If all your agents are online, they can walk the client through whichever issue they are facing and resolve it in a matter of seconds.
Not only does this greatly save on time, it also makes room for your agents to handle a higher volume of queries in a shorter period, as opposed to using phone or email to resolve the respective client issues.
2.Messages are concise and efficient.
It is often said that Instant Messaging is the text equivalent of a real life conversation, what this means is that, information exchanged via IM is relevant to the conversation and straightforward . If one party does not understand what the other is saying, clarification can be sought immediately and the conversation carried on swiftly.
Less time is wasted on roadblocks and more time spent on resolving the actual issue. In a B2C scenario, agents can easily understand or seek clarification on a customer’s issue without having to necessitate a face-to-face meeting.
3.Customizable / Personalized features.
Instant messaging gives businesses the ability to personalize their accounts and increase their visiblity. Features such as profile pictures and status messages can be customized to suite your business' look and feel.
Businesses can also use status messages to indicate whether or not they are online ( available ) or to notify their clients on new offers. ( As was the case in this New Delhi cafe).
4.Text - Rich capability.
Communication today goes well beyond the sending of text based messages. Modern day messaging is characterized by multimedia capabilities that allow for the sending and receiving of various file types.
From images to videos, audio messages to locations, Instant Messaging presents users with the ability to send dynamic content from one point to another. For businesses, this provides a wide spectrum of ways in which they can better understand and interact with their clients.
Whether it is a marketing campaign that asks users to send in selfies, or a restaurant that asks the customer for their location while making deliveries, multimedia messages offer suitable substitutes for scenarios/ sitututations where words would be inapplicable.
Imagine talking to more clients, at a faster rate and a cheaper cost.
Of all the benefits which come with using Instant Messaging, cost effectiveness is perhaps one of the most significant advantages, not to mention the one that makes the most “business” sense.
Among the huge variety of communication channels, Instant messaging is very cost effective in comparison to other communication solutions. This is not to say that you should abandon all other forms of communication, it just goes to show that adding Instant Messaging to your communication suite will be a feasible, effective and beneficial move.
These are just a few of the reasons why your business should be on Instant Messaging, there remain many many more.
If you're not sure how to get started with IM for business, signing up to our service is a good way to see how it works in practice.
We have a 14 day free trial that allows you to test a variety of IM channels such as WeChat , Telegram , WhatsApp and Facebook Messenger. You can also choose to integrate your accounts with CRM solutions such as Freshdesk and Zendesk. Give it a try and let us know what you think .
Alternatively, if you would like a live demo of how the service works, send us an email at email@example.com and we shall arrange for a meeting.