An actual conversation takes place in “real-time” using messaging applications instead of the stilted back and forth offered by email. While AI and bots have their place in customer service, sometimes customers need to download and talk to a human being. A more holistic conversation than a transactional one requires more human interaction. Consumer messaging allows for this.
Whenever and wherever you want, employees and clients can communicate. Although this is true for email, customers can receive the help and service they need from a person who wants it since they can download and have a real-time conversation with their insurance agent while standing on the side of the road with a crashed car. An easy way to send a short message is to use a messaging app.
There is already information – the phone number is prefilled; your previous conversations are already there. Second, employees and customers are likely to use it. It is a low barrier to entry because the app is likely on their phones. However, the downside is the ease with which these tools can be implemented outside the corporate walls of both customers and employees.
We forget that messaging applications are business conversations because they are ubiquitous in our lives. Customers should understand their rights and terms and conditions and sign them from the first conversation onward. In addition, businesses must ensure messaging applications are integrated with their business-critical applications. For example, CRM systems can be linked with messaging applications for tracking customer engagement.
In addition, compliance tools can be used to ensure messaging conversations follow governance and compliance guidelines. Some businesses ensure messaging applications are linked to time-tracking systems so that employees can bill for time spent on messaging apps – the business doesn’t have to lose revenue if conversations aren’t billed. In an always-on world, employers need to be able to manage customer expectations.
A client who needs a response needs to know if an employee has left – either the company or the role – or if they are simply on vacation. On email, clients receive this information and expect it in all communications. Some industries have regulations on the number of employees that can enter a chat room before a customer is allowed to participate and which types of employees can be present. Standard messaging applications have difficulty managing this.
In the business world, it’s easy to make mistakes, especially when your conversations are mixed with personal ones. It is not always a positive to be able to send messages so fast on messaging apps. That cat video was meant for your sister, not your client.