Last week, we spent 45 minutes on hold with our cable company trying to upgrade the broadband speed in our office only to have the telephone IVR system hang up on us. We were pissed but it also made us think why this issue couldn’t have been solved with a simple text?
Oh wait. Now, it can.
The simple truth is we all love messaging apps. With nearly 2.5 billion active personal messaging accounts around the world, it’s clearly grown to overtake voice conversation as the go-to for sharing information.
Yet, while new messaging apps are on the rise (Telegram, Kik, Whatsapp), customers are still forced to yell “operator” at IVR systems, check voicemails and email blackholes to reach company representatives. Here are seven reasons why smart-messaging are becoming the go to communication channel for all business-to-client interactions in 2016.
1. Messaging Gives Clients Control. Message When, Where and How They Want.
By communicating with clients via smart-messaging platforms like Smooch, businesses give control to their clients. Instead of having to call or email, messaging allows clients to respond to the services they love when, where and how they want. It’s about control.
2. We Love Miles Davis, John Coltrane and Ol Satchmo in Concert. Keep it That Way.
We love everything Ol Satchmo did with Lady Fitzgerald and we believe Ms. Simone is one of the most influential musicians of the 20th century. Yet we love listening to them for pleasure, not because we are forced to wait on a 45 minute hold pattern to settle up a billing issue.
The last thing you want to do is sit on in a phone queue for 45 minutes while being forced to listen to some poor schlub covering the immortal Ol’ Blue Eyes. Instead of focusing on The Girl From Ipanema, send a message to your customer to convey a billing issue or the latest promotion. It’s just easier.
3. Tell a More Comprehensive Story
In the age of messaging, a telephone conversation is limited engagement. Talking helps to convey a message yet it can’t send a photo, a gif, a video or a contextual link. Services should invest in smart-messaging to provide their customers with a larger story peppered with more context.
Through messaging texting serves as a single point of reference added to by photos of a bill, gifs of a yet to be released product, videos of an on-screen tutorial and links to helpful documentation. To paint a more robust story, smart-messaging beats the hell out of a phone call.
4. Communication Logging. Pick Up Where You Left Off.
For businesses, interaction with customers is about knowing their past and present pain points. While a voice call allows you to notate the when and what of a previous conversation, smart-messaging is automatic logging.
Automatic-logging enables your client team to view all previous interactions and pick up right where they left off. This means checking in with clients about previous purchases/interests while also helping to advance the narrative clients are pursuing.
Automatic-logging of smart-messaging is simple, easy and effective for all involved.
5. Responsive Client Research & Marketing
Engagement marketing is understanding your customer through client feedback. One of the main ways smart-messaging helps businesses is to provide a data based avenue to gauge their clients needs/wants and how they feel about your brand.
By recording and scrubbing all client-to-business communications, companies gain direct insight into how their clients feel about their services and what they can do to improve those solutions. Smart-messaging enables a direct customer feedback loop for the creation of new solutions and products.
6. Because 8.3 Trillion Per Year Does Not Lie
In 2015, humanity sent 8.3 trillion text messages equating to 23 billion texts per day or 16 million per minute.
Companies need to utilize smart-messaging because the market demands it.
7. Reach Clients Where They Want It. Don’t Reinvent the Wheel.
When we say don’t reinvent the wheel, we mean it. One of the best features of smart-messaging is the ability to use your existing systems to chat with customers instead of implementing new CRMs and marketing softwares.
With Smooch.io, the key ingredient to our service is allowing clients to integrate messaging into existing platforms that you are using to manage your customer interactions, and, if one is not already available, build an API kit to integrate into a service of your choice.
So, why is 2016 going to be the year of business-to-client smart-messaging?
The answer is dead simple: you’ll have happier customers, you’ll be able to gain better market insight, you’ll be able to produce better products and you’ll be able to build out a much more robust, satisfaction guaranteed customer experience.
Shoot us a message to learn more. We will get back to you instantly instead of making you listen to US3’s Cantaloop.