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To create customer paths that are truly multi-channel, brands must be present on all the channels their customers use on a daily basis. Instant messaging, which is increasingly popular in the private sphere, is among these. In a highly connected world, it allows companies, that adopt it as a complementary channel, to enhance both customer and agent experience.
An essential means of communication in the private sphere, instant messaging has not yet been unanimously adopted by companies as part of their customer relationship strategy. Offering this channel within an omnichannel customer experience allows you to offer a truly conversational, fluid, and transparent experience in order to improve the satisfaction of your customers, but also of your contact centre agents.
Did you know that:
In an ultra-connected world, instant messaging is now becoming an essential means of communication between individuals but has not yet been unanimously adopted by companies to communicate with their customers.
However, according to a recent SalesForce study, 37% of customers would prefer to use a messaging application to communicate with a brand. When you know that a text message is read on average within 5 seconds of receiving it, it is very clear that companies have every interest in fulfilling their customers’ wishes.
A multitude of companies are now enriching the landscape of instant messaging applications. Among them, Facebook, a true global leader, uses its Messenger and WhatsApp applications, or other players such as WeChat in China or Telegram in Russia, which have a more “local” reputation. Whereas they all have their own positioning on the various markets, what they have in common is their millions of users around the world that they can address and target based on location.
Find below a mapping of the popularity of different messaging applications around the world:
By bringing a more conversational dimension to digital interactions, messaging has started a small revolution: online status allows a user to see in real-time the members of their contact list available to talk, provides receipt confirmation, and confirmation that the message has been read, and enables sharing of enriched content such as text or audio messages, videos, files, links, etc. All these features have contributed to the success of its applications.
So, if instant messaging is revolutionising digital interactions between individuals, why shouldn’t it be as successful when it comes to exchanges between a customer and a company?
According to MessengerPeople’s latest statistics on global messenger usage and penetration, the daily usage rate of instant messaging services like Whatsapp increased from 48% in 2016 to 58% in 2018. This 10% increase is quite significant.
A Teleperformance study also shows that the more channels a company offers to its customers, the higher their satisfaction rate. Beyond 8 channels, 79% of customers were willing to recommend a brand.
It is therefore advisable to consider instant messaging as a true complementary channel to offer to the customer when it is relevant within their customer journey (during an order follow-up, a re-subscription process, a privileged contact channel with a store, an advisor, etc.).
Thinking about where this channel will be most relevant is an essential step. It must be where it will bring the greatest benefits to customers in order to enhance their experience and see indicators such as customer satisfaction, conversion rate, and churn rate improve on the business side.
In addition to the conversational dimension, the advantages of instant messaging are numerous.
Benefits for the customer
Benefits for the company
Odigo’s omnichannel cloud platform integrates these new channels into its console, allowing you to offer your customers and advisors a true conversational experience that is totally fluid and transparent. Are you interested?
* According to a HeyWire Business study on consumer preferences for customer service.
** According to the Salesforce State of the Connected Customer 2019 study.
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