Customer Service on Instant Messaging

Just a few months ago, the idea of not being able to step out of the house for groceries, meals or even a walk in the park seemed absurd. Undoubtedly, people around the world have been increasingly confined to the four walls of their house in recent weeks. With more than a fifth of the world under lockdown, almost everyone has moved their lives online. Therefore, in the wake of social distancing, how do you close the distance between you and your customers? We’d like to introduce you to one of our lockdown hacks – Customer Service on Instant Messaging 

With the surge in online shopping and food deliveries, searches for “customer service”, and especially “customer service number” have soared through the roof.


As a result, this is great news for businesses who have hopped on the instant messaging for customer service bandwagon! For those who are new to the game or have never even thought about it, it’s not too late. For it only makes sense for companies to communicate with clients where they are most active and interactive.

1. The Importance of Convenience in Customer Service

Your customers and employees will thank you for the convenience.

As the world gets increasingly connected and as more people spend time online during this period of social distancing, instant messaging apps and social media platforms have become mainstays for communication.

Therefore, instant messaging can be an incredibly powerful yet convenient communication channel for customer support staff and customers alike.

As a result, a large proportion of daily communication occurs through messages as people feel confident communicating and engaging through texts. Thus, businesses need to ride on this trend to create a significant presence on multiple instant messaging apps.

Therefore, providing direct, personalised customer service through instant messaging apps like WhatsApp, Line, Facebook Messenger and WeChat allows businesses to communicate with customers on the platform that they are most comfortable with.

Nevertheless, with team-based customer communication platforms like SleekFlow, multiple customer service agents can continue working efficiently from home.

SleekFlow Team Inbox Hero

Hence, providing an innovative way for colleagues from different teams to work together and provide expertise for customer support from the comfort of their living rooms.

Most importantly, no more fighting over the office mobile phone!

 2. The Instant Messaging Customer Experience

Clearly, the idea of “right now” is definitely not new in this age of instant gratification. However, delayed responses and long waiting times still persist. Consequently, these contribute to a feeling of frustration in customers and might cost you a customer in the long run.

Thus, using instant messaging can effectively reduce unnecessary delays as customer service agents can answer customer queries in real-time.Furthermore, it breaks down the barrier between the customer and the business, allowing for a more informal conversation. This two-way messaging flow makes it easier to approach customers and helps them to open up about their concerns.

Apart from customer queries and concerns, businesses can also take advantage of the array of in-app features offered by the various instant messaging apps. Therefore, go beyond the emojis and share photos, sticker and even the latest product catalogue to better engage your customers!

3. The Virtual Loudhailer

Want to go a step further? Broadcast messages to keep them updated with the newest deals and promotions as well.

Undoubtedly, some instant messaging channels come with a built-in function that allows businesses to send a message to the masses. However, the downside is that the message will not be tailored to each individual customer.

The good news is, there is a workaround for that!

Businesses can make use of SleekFlow’s campaign function to broadcast messages on all messaging channels. Even the messaging apps that do not have an inbuilt broadcast function.


That’s not all, businesses can also personalise the message with each and every customer’s name.

Thus, this feature could be invaluable for businesses that want to target specific groups of customers and keep them updated with the latest promotions.

As a result, by providing such personalised communications, the customer service agent can then foster a good relationship with the customer, leading to increased brand loyalty and customer satisfaction.

 4. Cost Effectiveness

Say goodbye to maintaining a call center and buying expensive phone equipment! Handling customer service over instant messaging allows businesses to decentralise and increase staff efficiency.

In the age of phone calls, each customer service agent could only speak to one customer at a time. But with the use of instant messaging channels, a customer service agent can speak to many customers at the same time and reply on the go!

On the go

Want to know more the various messaging channels? Read more about WhatsAppWeChat and Messenger on our blog.


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