S UMMARY : Messaging platforms are in high demand and will stay at peak for near future, probably until Augmented reality becomes the new normal! Be it SMS, Web Chat, Facebook, WhatsApp or others in the instant chat universe, messaging is now widely accepted and approved mode of communication. Calling prospective clients, consumers and leads is no longer attractive nor prudent. People are busy and hard to make time for a phone call. Emails are efficient but less reliable, as they go unnoticed.
Today’s businesses need to engage with consumers over multiple messaging channels in an effective way to connect and provide services or products. As consumers are adopting new technology and loving different messaging platforms, be sure to push your limits and go beyond calls, emails and SMS. If you are looking to extend your digital platform, these are some of the options and best practices you should consider:
Text Messaging/SMS – A text message is an efficient way to engage a consumer. They are private, views cannot be tracked, far less annoying than a ringing phone call, they get the attention needed and the recipient can engage at their convenience. SMS is a great medium to interact with prospective and existing consumers for promotions, reminders, outage and other use cases. Here are some good practices to follow when using SMS as a messaging channel.
Over time any medium gets abused and consumers grow resistance. Stay on top of the messaging and engagement with other channels.
Website Chat – A website chat pop-up are common these days. Consumers enjoy interacting with a chat widget to explore services and products, schedule appointments or chat with an Agent in realtime. A chat widget helps cut down “site browsing” by consolidating important actionable items into the widget. Some best practices to consider for chat widget:
Facebook Messenger – Many consumers are on Facebook and often are looking for businesses within the Facebook platform. If you have facebook page for your business, you should consider having a Facebook Messenger chatbot, with similar features as web chat widget. Interacting from within Facebook, gives you the advantage to know it is a valid user and interested in your business services or products, making it a high intent consumer.
If you go by numbers, you will find endless research materials as evidence that Messaging is great to connect, engage and interact with consumers. Along with SMS there are more avenues to explore, such as – Web Chat, Facebook Messenger, Voice Assistants, Smart devices to name a few. Consumers are adopting new technology and you need to be where your customers are. Powering all your digital platforms with messaging is well worth exploring.
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Botsplash, is an innovative, digital messaging software with the ability to connect agents and customers across any digital platform. In order to win and keep a customer’s business, businesses must be able to connect with customers in a meaningful way using websites, social media, text and email. Botsplash helps businesses adopt digital strategy with right balance on Live Chat and Automation.