Why Customers Love Instant Messenger for Business

When you work in a fast paced office, you send and receive dozens—maybe even hundreds—of messages every day. 

These messages take many different forms. You might scroll through your email inbox on your morning commute. At lunch time, you might send your spouse a handful of texts to ask about their day. As the work day wraps up, you probably check your social media accounts for notifications and direct messages. 

And that's only accounting for personal messaging. In between these moments, clients and colleagues flood your inbox with queries. 

Many of the questions are simple and easy to answer. But the avalanche of communication can still feel overwhelming. On the other end of each message, you know that someone is waiting for your response.

Wouldn't it be nice if there was an easier way to keep track of all these conversations? 

Fortunately, when it comes to professional correspondence, there is a better way. Instant messenger for business provides a convenient way for customers to ask quick questions. Instant messaging can even reduce the burden of more time-consuming forms of communication. 

Let's take a closer look at the way instant messaging can help your business run more smoothly.

What Is Instant Messenger for Business?

Before we dive into the pros and cons of instant messaging, let's take a moment to start with the basics. 

Instant messenger for business isn't limited to one platform. When used well, instant messaging embraces an omnichannel approach. You can receive and send instant messages on popular channels including:

• Social media platforms, including Facebook, Twitter and Instagram
• Text messaging, also referred to as SMS
• A chat box on your website, handled by an AI chatbot or by a team of live operators

The end result is that your customers receive an abundance of communication options. You're able to meet them where they are, and adapt to a range of preferences.

But wait—isn't instant messaging supposed to make communication easier? Wouldn't adding more channels increase complexity, causing a slower response time? 

Not necessarily. With the right digital marketing tools, such as GoSite's Messenger, you can actually streamline your conversations. 

Instead of jumping between a range of options, instant messaging tools provide one central dashboard. You'll be able to manage all of your instant messages, no matter which channels customers use. 

Why You Shouldn't Ignore Instant Messenger for Business

At first glance, instant messenger for business might seem like a fad or a passing trend. After all, people still pick up the phone and send you emails daily. It might be tempting to ignore instant messaging altogether. 

But thinking of instant messaging as primarily a tool or channel misses the bigger picture. After all, instant messaging boils down to one thing: talking to your customers. 

When you think about instant messaging as a customer service tool, it changes the game. When customers contact your business, they want fast, friendly service. They'll avoid any communication that could disrupt their day. Chat windows and direct messages are instant and online, meeting customers' desires. 

For example, if customers don't want to pick up the phone—or if they can't find the time—a quick text might suffice. For common questions, live operators can even gain extra support from AI chatbots. These automated tools field queries, then link to existing resources such as articles, videos or FAQs. 

When you view instant messaging for business from customers' perspectives, it's clearly worthwhile. After all, why would any company ignore a communication option customers enjoy? Instant messaging adds a layer of support—something any company can use.

Instant Messenger for Business Drives Better Customer Service

When you instant message with customers, your conversations are just the tip of the customer service iceberg. There's a deeper value in using instant messenger for business: Data.

The reality is that some tools work better in combination. (For example, businesses that go mobile can reap benefits across social media, customer service and more.) Similarly, syncing an instant messaging tool with your CRM unlocks new opportunities. 

For example, let's imagine that you hire two customer service specialists. One person fields customers' texts. The other focuses on messages in your social media inbox. These two channels have unique best practices that require expertise.

But when customers' messages funnel into your CRM, you're able to get a top-level view. Across both channels, customers are running into the same common problem. Once you identify the pattern, you're able to intervene earlier, before customers experience the issue. Soon, the queries stop altogether. 

With time, you can use data about customers' common questions to develop resources such as:

• An in-depth FAQ page
• Instructional videos
• Blog posts
• White papers

Great customer support starts with listening to your customers. Instant messaging for business supports individual employees and your entire communications strategy alike. 

Ready to Invest in Instant Messenger for Business?

To recap, instant messenger for business offers significant benefits for customers, including:

• Omnichannel options for gaining support
• Convenient communication options
• AI-driven, round-the-clock support for common queries
• Opportunities to improve offerings through customer data

Businesses that invest in instant messaging can gain these benefits, and more. Interested in learning more? Check out GoSite's Messenger tool today!