Messaging is quickly becoming the preferred method of communication for people around the world. We use it daily to communicate with friends and family, and its convenience has made us want to use it to communicate with businesses too.
It’s already the #1 customer service channel for customers in India and South Korea, and is gaining traction daily in the US. 68% of people say messaging is the most convenient way to contact a business1, and 89% state that if businesses offered the option to message, it would be their preferred method of communication2.
So, what’s the appeal of messaging? Why do consumers love it so much? In his article featured in CMS Wire, our CTO Patrick Nguyen highlights 10 reasons why it’s beneficial to both customers and businesses.
For consumers, messaging offers a number of advantages:
- Familiarity and Simplicity. The interface is familiar to consumers who are used to messaging for personal communications.
- Always Available. The customer can submit requests at any time without waiting for an agent to be ready.
- Respond at Will. The customer can respond at his own pace — he can multi-task and complete the conversation in his own time.
- Information at Hand. The customer does not need to remember or repeat details of prior interactions — the conversation history is visible and searchable.
- Digital Content. Unlike a phone call, messaging supports the exchange of rich and visual content (inline or as links to web pages).
For businesses, messaging offers a number of advantages:
- Digital Transformation. Messaging makes customers less reliant on phone calls — the most expensive channel — and more willing to use digital channels that are easier to automate through bots and other self-serve options.
- Customer Engagement. The customer drop-off rate for app messaging (i.e., the rate for non-interactive conversations) is 1% or less. In live chat, the rate can be as high as 25%.
- Customer Satisfaction. Due to the improved customer experience, consumers often rate messaging more highly than calls or live chats.
- Agent Success. Messaging allows agents to work in teams and consult with fellow experts to resolve customer issues, which improves resolution while also increasing agent satisfaction and skills development.
- Cost per Resolution. High contact concurrency and resolution rates makes messaging more cost effective than calls or live chats.
Want the full story? Read the article in its entirety here.
Ready to add messaging to your customer experience? Contact us today and let’s get started.