The future of customer service is here, and it’s in a chat app.
More than two billion users around the world use social media, including their various messaging apps: Facebook messenger, private messaging through Twitter and Instagram, and WhatsApp. This is good news for enterprise business: instead of reinventing the wheel to both reach customers and connect employees, organizations can leverage the messaging apps that already exist.
The major advantage of this option is to connect with users where they’re already spending time. For the user, this means not having to toggle between apps on their phones; not having to download additional apps that take up memory and space; and not having to learn a new platform to ask for help, buy something or otherwise get in touch with customer service.
For enterprise organizations, there are just as many advantages. It’s easier and more cost-effective to integrate tried-and-true software than it is to create it from scratch. Integrating automated customer service bots is also easier on a well-established platform where many other organizations are doing the same. And because these platforms are already invested in engaging and monetizing their user base, upgrades to messaging technology is frequent and streamlined, with all testing and investment taken on by the messaging platform instead of the enterprise organization.
Interested in learning more about how to leverage messaging apps in your enterprise business for better customer service and internal communications? Contact Mobile Goods today.