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Customer Messaging Platforms explained

Customer Messaging Platform

Customer Messaging platforms are essential for businesses that want to stay ahead of competition, especially when it comes to customer satisfaction. 

If a potential buyer visits your site but has some questions about your products or services, you need to have a communication channel open so that they can find the answers. Otherwise, your company will lose sales. 

To avoid this situation, businesses need instant messaging solutions. Keep reading this article to learn more about them and how customer messaging platforms can help your company sell more!

Emails have an open rate of 20% while messaging has an open rate of 98% or above. - Forbes

What is Customer Messaging?

Customer Messaging encompasses digital communications between a business and its clients, primarily via written channels such as emails, text messages, and business messaging applications.

What are Customer Messaging Platforms?

Customer Messaging Platforms are dedicated tools designed to simplify and consolidate all customer interactions and communications for sales, support, and customer success teams in a single location.

These platforms allow businesses to engage with customers across various channels, including WhatsApp, live chat, email, social media, SMS, and more.

WhatsApp message for customer

Omnichannel instant messaging platforms are powerful tools to reach out to your customers in an efficient way. It enables companies to automate customer service, reduce response time, and increase customer satisfaction. 

With the help of AI chatbots, businesses can create automated conversations that can be used for marketing campaigns or customer surveys. Other than that, it can provide personalized support based on the customer’s preferences and needs.

71% of shoppers feel frustrated when their experience is not personalized. - Forbes

SleekFlow personalized broadcast messages examples

Benefits of using a customer messaging platform

Implementing a customer messaging platform, also known as an omnichannel messaging platform, can significantly boost efficiency and productivity. Automated messages reduce response times, eliminating the need for manual responses via email, call centers, or other traditional methods. This streamlined approach not only saves time but also minimizes staffing costs.

Increased efficiency

A customer messaging platform enhances operational efficiency. By automating responses, businesses can handle more customer inquiries without the added labor of individually addressing each one. This is particularly beneficial for businesses that previously relied heavily on call centers or extensive email support.

Cost savings

Omnichannel messaging platforms are cost-effective. Automation features reduce the necessity for 24/7 human operators, leading to substantial savings on staffing costs. Additionally, businesses can avoid the high fees associated with traditional marketing techniques such as telemarketing and billboard advertising.

Enhanced productivity

Automated messaging solutions boost productivity by freeing up valuable time for employees to focus on more critical tasks. This efficiency allows for better resource allocation and ensures that customer interactions are handled swiftly and effectively.

Consistent communication

Using a messaging platform ensures a consistent tone and branding across all customer touchpoints. Whether it's an instant message on a mobile device or a response on social media, customers receive a uniform experience, enhancing brand reliability and trust.

Effective marketing and retargeting

These platforms offer robust analytics and reporting features, enabling businesses to develop effective marketing and retargeting strategies. By leveraging customer data, companies can tailor their messaging to improve engagement and conversion rates.


  • The benefits of using a customer messaging platform include:

  • Increased efficiency with automated messaging

  • Better allocation of manpower resources

  • Cost-saving and budget-friendly customer support

  • Enhanced productivity through automation

  • Consistent tone and branding across all communication channels

  • Effective marketing and retargeting strategies supported by analytics

By integrating a customer messaging platform, businesses can significantly improve their customer support and communication strategies, leading to greater overall success.

Best practices in setting up and managing your customer messaging platform

When selecting a messaging platform for business, it's crucial to understand the different types available to choose the one that best suits your needs. Popular options include chatbot applications, voice-based systems, and SMS messaging services. Each type offers distinct benefits depending on your requirements for automation and scalability.

  • Chatbot applications: Built around natural language processing (NLP) technology, chatbots allow customers to engage in text conversations anytime, anywhere. This enhances customer service by providing instant responses and assistance without waiting for manual input from staff.

  • Voice-based systems: Utilizing computerized speech recognition technology, these systems generate automated replies based on customer conversations with your staff or virtual assistant applications. This enables efficient handling of customer inquiries through voice interactions.

  • SMS messaging services: These services allow businesses to send instant messages directly from their phone numbers, ensuring consistent communication and quick delivery of important information like appointment reminders or marketing notifications. While some businesses now use free messaging apps on social media for customer communication, SMS remains a reliable option.

Setting up and managing a customer messaging platform is essential for providing effective customer service. The right business messaging app should be tailored to your business needs and designed with the customer in mind.

How to choose the best customer messaging platform for your business

Choosing the right customer messaging platform for your business is essential in today's digital age. With so many options available, it can be difficult to select the best one for your needs. Some key factors to consider are ease of use, scalability, integration capabilities, and customer service support. 

Here are a few tips for you to make an informed decision about which enterprise text messaging platform is best for your business.

Exploring automation settings on a customer messaging platform to increase efficiency

Send Shopify Order Update automation

Automation on a customer messaging platform significantly enhances business operations by streamlining conversation management and reducing workload. It ensures quick, efficient responses to customer messages and tracks engagement with data analytics. Automated processes, like message routing and response tracking, save time and money. Therefore, user-friendly automation settings are crucial when selecting a messaging platform. 

Ensure the platform offers easy-to-use automation features to support customer service needs, such as FAQs and chatbot flows, and marketing needs, including personalized messages and campaigns.

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Curious about how you can automate messages with a WhatsApp Chatbot? Find out more in our how-to guide.

Integrations to enhance productivity and save costs

integrations available with an omnichannel platform for customer messaging

Integrations are crucial when selecting the best customer messaging platform. They enable seamless management alongside other systems like CRM and ERP, enhancing communication coherence, speeding up response times, and improving customer service. Tight integration ensures unified workflows across communication channels, similar to how a top cloud manufacturing ERP unifies data flows for seamless end-to-end visibility and control. 

This approach prevents data silos and streamlines communication data across the organization. Check for expensive fees for third-party integrations and opt for native integrations for better stability and support.

Omnichannel inbox to improve communication with customers

omnichannel platform example for customer instant messages

An omnichannel inbox is essential when using a customer messaging platform. It simplifies managing increased message volumes across various messaging apps by allowing quick, automated responses through customers' preferred channels. 

With a complete customer profile next to the chat box, support and sales agents can provide personalized experiences, fostering customer loyalty. Choosing the best customer messaging platform ensures your business delivers top-notch service, maintaining long-term customer loyalty.

Unified view of analytics for social CRM and customer segmentation

WhatsApp campaign analytics

If you find yourself switching tabs to check customer details, order history, and campaign performance, you need a better customer messaging platform with a unified analytics view. A single platform simplifies social CRM and customer segmentation, helping you understand your customers and create effective social selling strategies. 

Social messaging offers the most direct communication when face-to-face interactions aren't possible.

Social messaging is the most direct communication if we cannot do face-to-face communication.


Executive Director, ZENXIN

Unlock the potential of your business with SleekFlow

Unlock your business potential with SleekFlow's powerful customer messaging platform. Essential for meaningful customer engagement, this omnichannel platform enables businesses to reach new heights. 

SleekFlow offers robust features such as automated conversations, customer segmentation, analytics, and customization options, creating a seamless customer experience.

SleekFlow provides:

  • An all-in-one inbox for managing popular messaging apps (WhatsApp, Facebook Messenger, Instagram DM, etc.)

  • Automated workflows and customer support chatbots

  • Personalized broadcast messages and detailed analytics for marketing campaigns

  • In-chat payment links for a seamless chat-to-pay journey

  • Consistent branding across channels

  • CRM integrations (e.g., Salesforce, HubSpot) for tracking customer journeys and leads

  • Social CRM and segmentation tools for prioritizing conversations

  • Native Shopify integration for drafting and sending orders in-chat

  • Mobile app functionality for instant messaging and collaboration

With a free plan available, SleekFlow is ideal for startups to try without expiration, making it the best customer messaging platform to grow your business effortlessly.

Want to outcompete your peers with SleekFlow's help?

Book your personalized demo with SleekFlow today and unlock the potential of seamless communication

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