Benefits of using a customer messaging platform for your business
Customer messaging platforms are transforming the way companies communicate with their customers. By using a customer messaging platform, businesses can increase customer satisfaction and loyalty while automating tedious tasks like customer service inquiries and live chats. Additionally, these platforms provide real-time data and analytics to help marketers better understand their customers and make informed decisions. With its many features and benefits, a customer messaging platform is an essential tool for businesses looking to stay ahead of the competition.
Emails have an open rate of 20% and a click-through rate of below 2% while messaging has an open rate of 98% or above. - Forbes
What is a customer messaging platform, and how does it work
A customer messaging platform is a software solution that enables businesses to communicate through a customer support chatbot or a customer messenger app. It allows companies to provide customer support quickly and conveniently and build relationships with customers through personalized conversations.
The customer messaging platform is a powerful tool for businesses to reach out to their customers in an efficient way. It enables companies to automate customer service, reduce response time, and increase customer satisfaction. With the help of custom 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
Benefits of using a customer messaging platform to improve your business
One of the main benefits of using a customer messaging platform is increased efficiency, as automated messages reduce response times by taking away manual labor associated with responding individually via email, call centers, or other avenues required priorly before implementation. Besides, these platforms can also save money as they minimize staffing costs associated with traditional methods like call centers by providing automation features like automated response messages, eliminating the need for the 24/7 presence of human operators.
Other advantages include enhanced productivity since automated messages save time; improved communication with customers since messages sent through this medium should be consistent across all devices; and cost-saving because you don’t have to pay expensive fees associated with many traditional marketing techniques such as telemarketing campaigns or billboard advertising campaigns which incur high costs even if only used sporadically throughout the year.
In summary, the benefits of using a customer messaging platform include the following:
Better allocation of manpower
Cost-saving and budget-friendly customer support
Enhanced productivity with automation
Consistent tone and branding across channels
Effective marketing and retargeting strategy with analytics
Best practices in setting up and managing your customer messaging platform
When selecting a customer messaging platform, it’s important to understand the different types available, so you can pick the one that’s right for your business. Some popular options include chatbot applications, voice-based systems, and SMS messaging services. Each type offers different benefits depending on what you need in regard to automation capabilities and scalability potential.
Chatbot applications: typically built around natural language processing (NLP) technology so that customers can communicate with your staff through text conversations anytime, anywhere. This makes it easier for customers to ask questions or navigate their way around a website without having to wait for manual input from staff members.
Voice-based systems: use computerized speech recognition technology to generate automated replies based on what customers say during conversations with your staff or virtual assistant application.
SMS messaging services: enable you to send text messages directly from your business’s phone number to keep in touch with customers without requiring manual input from staff members each time they need assistance with something. This helps increase efficiency while ensuring information sent is consistent across all channels – ensuring fast delivery of key data points such as appointment reminders or marketing notifications when needed. However, many have opted for free messaging apps on social media channels these days instead of paid SMS, as people spend more time on social media calls and text messages compared to before.
Setting up and managing a customer messaging platform can be a daunting task, but it is essential for any business that wants to provide an effective customer experience. The right messaging platform should be tailored to the business's 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 when selecting a customer messaging platform 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 customer messaging platform is best for your business.
Exploring automation settings on a customer messaging platform to increase efficiency
Automation, a feature commonly found on a customer messaging platform, is a great way to improve business operations. Other than streamlining the process of managing conversations from various messaging apps, automated settings can help manage your team members’ workload and improve customer experience. Not only that it makes it easier for your business to respond quickly and efficiently to customer messages, but it also tracks customer engagement with data and analytics. A magnificent amount of time and money can be saved with automated processes, such as message routing and response time tracking.
This is why the user-friendliness of the automation settings on a customer messaging platform is important. As you choose the best customer messaging platform for your business, make sure it has an easy-to-use automation function to reinforce your customer support needs, such as FAQs and chatbot flows to guide customers through the purchase process or automated marketing needs, including personalized broadcast messages or WhatsApp campaigns.
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 should also be a vital factor taken into consideration when choosing the best customer messaging platform. This is because it allows your brand to manage your customer messaging platform along with other systems, such as customer relationship management (CRM) and enterprise resource planning (ERP), making the communication process between customers and businesses more coherent, allowing for faster response times and more efficient customer service.
Be sure to check if the integrations on the customer messaging platform charges expensive fees for third-party or non-native integrations. Native integrations are much more stable and come with better support when issues occur.
Omnichannel inbox to improve communication with customers
When using a customer messaging platform, an omnichannel inbox is crucial. As your company communicates with customers across various messaging apps, it can be difficult to manage if the volume of messages increases over time. Managing automated responses and allowing customers to message through their preferred apps can be quick and simple if the customer messaging platform offers an omnichannel inbox.
Also, with a complete customer profile right next to the chat box, your customer support or sales agents can easily cultivate customer loyalty by providing personalized experiences that are tailored to the individual needs of each customer. Choose the best customer messaging platform to ensure that your business is providing the best possible service to your customers and ensure that they remain loyal in the long run.
Unified view of analytics for social CRM and customer segmentation
If you’re still switching tabs to check out customer details, order history, and campaign performance, that’s because you need a better customer messaging platform with a unified view of analytics. Social CRM and customer segmentation can be completed effortlessly if you compile them on a single platform. You can truly understand your customers and use the actionable insights collected to create the best social selling strategy.
Social messaging is the most direct communication if we cannot do face-to-face communication.
TAI SENG YEE
Executive Director, ZENXIN
See the success story of the award-winning producer, distributor, and retailer of organic produce, ZENXIN Organic, to find out how to benefit the most from a customer messaging platform.
Unlock the potential of your business with a powerful customer messaging platform via SleekFlow
A customer messaging platform has become an essential tool for businesses, allowing them to engage with their customers through in-depth, meaningful conversations. By leveraging the power of this platform, businesses can unlock the potential of their business and take it to new heights.
On SleekFlow, you can get powerful features of the best customer messaging platform, such as automated conversations, customer segmentation, analytics, and customization options, in which you can create a seamless customer experience that will keep them coming back for more. With the right strategy on the best customer messaging platform in place, you can unlock the full potential of your brand and increase the bottom line.
As the best customer messaging platform, SleekFlow offers the best omnichannel strategy to ace the management of customer messaging without breaking a sweat. The all-in-one inbox allows you to use all popular messaging apps such as WhatsApp, Facebook Messenger, Instagram DM, and more without missing out on messages. You can also scale your business through other features:
Own customer conversations as company assets, avoid agents from bringing customers to competitors after leaving
Create automated workflows and customer support chatbots on an easy-to-use interface
Organize marketing campaigns with personalized broadcast messages and monitor results with detailed analytics
Develop a seamless chat-to-pay journey using in-chat payment links
Maintain a common voice and tone for branding across channels
Track customer journey and leads from campaigns right next to the chat via CRM integrations (e.g. Salesforce and HubSpot CRM integration)
Label chats and categorize conversations according to priorities with proper social CRM and segmentation
Draft orders in the chat and send to customers with native Shopify integration
There’s also a free plan available, making it the best customer messaging platform for startups to try for free - and the good news is that there is no expiration date!
Start free by signing up on SleekFlow. No credit card is required.