{"id":39654,"date":"2019-02-07T00:00:00","date_gmt":"2019-02-07T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/tips-for-messaging-customer-care\/"},"modified":"2024-11-21T02:33:58","modified_gmt":"2024-11-21T10:33:58","slug":"tips-for-messaging-customer-care","status":"publish","type":"post","link":"\/us\/en\/blog\/tips-for-messaging-customer-care\/","title":{"rendered":"10 Tips for using Messaging Apps in Customer Care"},"content":{"rendered":"

For customers, messaging can be beneficial to engage with your digital and customer engagement<\/a> strategy. So doing it correctly is paramount. In a recent survey, \u00a067% of people<\/a> said they expect to use messaging apps<\/a> to talk to businesses<\/b>, which is why you should consider it as a point of contact.<\/p>\n

The benefits of messaging include;<\/b> privacy, an alternative to live chat, plus a number of functions such as new message notifications, \u201cmessage read\u201d statuses, images, and geolocation.<\/p>\n

Adding messaging<\/a> improves customer care by simplifying exchanges, sharing sensitive information securely, integrating into the customer care ecosystem, and giving off an innovative image of your company.<\/p>\n

With new channels such as Apple Business Chat<\/a> and WhatsApp Business Solution<\/a>, the trend of Messaging for customer service is set to increase even further. Gartner<\/a> predicts that customer service enquiries through messaging apps will surpass the ones on social media this year. So if you have already adopted messaging or consider doing so, read our 10 customer service tips<\/a> to provide the right experience.<\/p>\n

Aligning your brand<\/h2>\n

1. Be where your customer is<\/h3>\n

If your brand is popular amongst a certain demographic, being available on the relevant channels for them can help fit your image<\/b>. \u00a0More companies are adopting an Omni-Digital approach, meaning they use digital channels for customer service<\/b>. Among them, messaging is one of the most popular channels, especially among younger generations: 91% of teens<\/a> use messaging apps every day.<\/p>\n

According to Inc.com<\/a>; \u201cSeven out of 10 of the 18 to 34-year-olds surveyed said they could imagine a world in which there is no longer any such thing as brick and mortar stores, and all purchases would be made digitally or online.\u201d. This finding also shows the new Omni-Digital habits and expectations of this customer group.<\/p>\n

It can be challenging to be wherever your customers are, but being available on messaging channels can go a long way to improving their experience <\/b>for a start.<\/p>\n

Another factor to consider is the users\u2019 preferences based on demographics. If you operate in several countries, you should make sure to be present on the most popular messaging apps. <\/b>For example, a company wishing to adopt messaging should prioritize Messenger for North America while it should be WhatsApp in South America.<\/p>\n

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2. Match the tone and language of your brand<\/h3>\n

Tone and language are important for your audience to identify your message and brand. It should fit with the type of company you are and\/or the product you sell.<\/b> They should see that you matched one to the other, it should be clear to them and recognizable.<\/p>\n

For example, If you are a luxury suit wear brand targeting professionals, you are unlikely to use GIFs, emojis, and pop-culture references that are informal to your customers. Align the values of your company with your customers.<\/p>\n

Your brand message plays a critical role in driving value and essence.<\/b> Having a strong tone and aligning your messaging will bring clarity and consistency.<\/p>\n

While keeping this in mind, you should adapt your way to communicate to the right format and tone of messaging. The way to talk via this channel is different than emails. Don’t use a too formal tone and very long messages, and take advantage of rich features (images, localization, etc…)<\/b><\/p>\n

Customer Engagement Strategy<\/h2>\n

3. Designing your experience<\/h3>\n

When adopting messaging, you have to offer customers the right experience. By using Messenger or WhatsApp, customers expect to get the same experience as when communicating with their friends and family. That is why your processes should be adapted to the specificities of this mean of communication,<\/b> without redirecting to other channels like email for example. Also, your agents should be trained on the way to communicate via messaging.<\/p>\n

Make sure you retain customers attention, keeping an eye on messages as they receive them. Segment the information you send customers, keep it short and concise.<\/p>\n

Consider when your messages appear to customers. Don\u2019t bombard them with messages<\/b> just as they open the app, as it may push them away. Design this engagement accordingly.<\/p>\n

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4. Consider the adoption of In-App Messaging<\/h3>\n

Customers want the quickest and most effective resolution possible. <\/b>By using\u00a0in-app messaging, customers can send their enquiry directly within the app and you can respond.<\/p>\n

With in-app messages you are already at a certain advantage – the messages are visible only when one is using an app<\/b>. Users are already engaged in your app and not a third party one, which may offer you a chance to succeed in resolving the issue.<\/p>\n

Unlike external messaging apps, in-app allows you to own the data and control\u00a0the features<\/b>. Integration of the customer\u2019s account is also secured so his information can be accessed easily, without the agent needing to switch between apps or browsers.<\/p>\n

Also, incorporating in-app messaging allows to increase the app\u2019s stickiness:<\/b> thanks to this feature, customers will have more reasons to keep your app installed and use it. This is an opportunity to communicate about your promotions or custom offers. Of course, these notifications should not be used to override the user\u2019s request to turn off push notifications but instead for offering a feedback survey or discount code. It can also help support an Omni-Digital customer experience strategy.<\/p>\n

5. Monitor the results to make sure the experience is good<\/h3>\n

Just like any channel, you should monitor certain KPIs<\/b> to ensure the experience offered meets your customers\u2019 expectations. You can track KPIs such as:<\/p>\n